User Engagement / Product Management / Help Desk
Excellent customer service skills, including patience and concern for client issues, problems, and the ability to effectively convey technical information to non-technical users.
Ability to think logically and engage in creative problem solving.
Troubleshoot technical issues and escalate when appropriate.
Maintain the Training Knowledgebase, Best Practice Tips, how to’s, and other publication sources, to aid our users in self-help.
Translate technical documentation into content that can be more easily understood by a non-technical user.
Work with internal teams to obtain an in-depth understanding of the technical application process and requirements.
Provide answers to customers by identifying problems; researching answers; guiding customers through corrective step.
Show a pattern of continual technical skill and professional growth through formal and peer education opportunities.
Assist with data management and work flow.
Experience in conducting technical training programs, presenting training materials, and interacting directly with clients.
Organize materials to be used as training guides and ongoing user reference for application training.
Ability to conduct offsite training at member offices; will include some travel.
Handling technical issues reported to Help Desk requiring end-user training for resolution.
Improve user productivity by teaching the system basics and alerting management to areas or users that need more training
Develop curriculum for new application and hardware training & create documentation for it.
Consult with end users regularly to identify training opportunities.
Security clearance: Current active TS/SCI w/ Poly required