Evaluate trainees to determine progress and training effectiveness.
Design training curriculum and modifications to enhance effectiveness.
Get customer complaints and refer them to Director of Client Services.
Conduct error walkthroughs with customer.
Open cases in CRM and document customer issues.
Replicate customer errors at company and client site.
Procure client sign off when needed.
Support clients with transition projects to include product upgrade training and education.
Close cases in CRM when suitable.
Scan knowledgebase for solutions to customer issues and questions.
Escalate issues to suitable department when suitable.
Demand attention from company team members when customer is in emergency.
Update customers on expected issue resolution time frame during training.
Respond to customer queries on company product presentation to customers.
Conduct independent continuing education on software updates.