Training Specialist

1 week ago

Sydney, New South Wales, Australia beBeeSoftware Full time $118,920 - $145,160
Software Training Specialist

About the Role:

Sentral offers a cutting-edge software solution that empowers educational institutions to streamline administration, student data management, and parent engagement. We are seeking an experienced trainer who will drive growth by designing and delivering high-quality training programs on our product.

This key position is responsible for developing internal training resources and programs to deliver exceptional customer service. It also plays a vital role in onboarding and training new Customer Services team members.

Main Responsibilities:

  • Designing engaging training materials and delivering learning resources for Customer Support Agents;
  • Evaluating customer interactions and incident reports to identify areas for improvement;
  • Creating targeted training content to address knowledge gaps among CS Agents;
  • Collaborating with line managers and the People & Culture team to address performance issues;
  • Assessing the effectiveness of training programs through feedback surveys, knowledge assessments, and performance metrics;
  • Providing hands-on coaching and group training sessions for employees at various skill levels.

Requirements:

To excel in this role, you should possess experience in creating learning materials and delivering training on software products and customer service skills. A minimum of 3+ years' experience in frontline Customer Support operations/training roles is essential. You should also have a strong understanding of customer support metrics, proven ability to drive change initiatives, and excellent presentation skills.

A qualification in Training and Assessment such as Cert IV in Training and Assessments (or equivalent certification) would be highly regarded.

Key Qualities:

  • Natural ability to engage and drive trust with internal teams;
  • Excellent communication and interpersonal skills;
  • Able to adapt to changing priorities and deadlines;
  • Strong analytical and problem-solving skills;
  • Patient and empathetic approach to supporting others.

About You:

We seek an experienced trainer who is passionate about helping others grow and succeed. If you are a results-driven professional with a talent for training and development, we encourage you to apply.

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