Technical Training Specialist jobs in Fargo, ND

Technical Onboarding and Training Specialist

Get The Referral (GTR) is hiring for our Customer Success Team. We are looking for a highly motivated Onboarding and Training Specialist who will set our customers up for immediate success by facilitating the technical implementation process for new accounts, training them on how to use the product, and providing ongoing support for our customer base. You will handle inbound chats, emails and phone calls from customers who need help with our technology. Are you a compassionate, tech loving consultant who can learn a new platform quickly, be an upbeat problem solver, de-escalate issues, and can make customers feel empowered and delighted? If so, then this may be the opportunity for you!

The "TOTS" is the first level of support assisting customers with low-medium level technical issues. A day in the life of this role includes assisting external customers with questions from “how do I reset my password” to “how do I open my payment gateway account?”. The TOTS also independently configures, trouble shoots and executes new customer set up of various pieces of our app/software solution. The TOTS also provides training and end-user support during and after the implementation process via chat, email and phone.

This is Get The Referral

GTR is an App development company with over 425 customers nationwide. Our cutting-edge technology helps Home Improvement (Solar, Roofing, and more) and various other verticals generate, track, and reward for referral business while getting over 15x ROI on their investment.

Our people and culture are amazing. We are driven, collaborative, trusting, innovative and clear on our mission and tons of fun.

We offer a competitive salary Health Insurance (Medical, Dental, Vision ) 3 weeks PTO, Paid Sick Leave, Paid Holidays, 401k. Check us out at www.getthereferral.com.

Who are you?

You will already have solid Support experience with a SaaS, tech, B2B, B2C , preferably with a Home Improvement ICP background. You possess above average listening and comprehension skills, are resilient and positive minded. You have a unique combination of interpersonal and goal-oriented skills. You are a kind, firm, fearless, sincere, trustworthy, problem solving machine.

As a TOTS, the critical aspect of your role is working with clients to ensure technical onboarding is completed based on GTR standards. The IS works with the primary customer contact (CSM) and is responsible for initial client satisfaction and implementation success. IS responsibilities include developing strong relationships with customers and inspiring key business connections to provide deliverables in a timely manner to ensure a successful implementation of the platform.

Customer Success Implementation Support Specialist I Responsibilities Include (but not limited to):

• Learn the GTR Platform in order to support customers.
• Developing rapport and trust with POC at partner company
• Inspiring and coaching POC to submit deliverables within established time frames.
• Maintaining good business relationships with key partners, where appropriate (ie: XTRM)
• Notating accounts properly in Hubspot to ensure the CSM stays aware of the partner company’s storyline.
• Support POC with XTRM Sign Up to Completion
• Support Apple Developer Account Creation to Completion
• Creating and Completing Custom Branded Apps when applicable
• Creating Customer Dashboard
• Completing past customer uploads via excel/sheets in order to create an immediate base of Advocates
• Updating the the ROI tracking data within the customer dashboard
• Ensuring the Customer Success Manager can focus on the Adoption portion of our lifecycle with the Admin & Sales Reps
• Support the customer to create effective email templates tailored to the customer’s needs.
• Occasionally support CSM with implementation of specific data within Customer Dashboard and Apps
• Answering incoming chats/calls/emails and handling to resolution or escalating as needed.
• Documenting lead/customer interactions in Hubspot CRM
• Create sales/service tickets for the team to follow up on
• Assisting Customer Experience team with administrative tasks
• Exercising good judgment to effectively manage multiple projects with shifting priorities
• Attending and participating in designated calls and meetings
• Maintain an orderly e-filing system
• Perform other general administrative duties and projects as needed
• Managing Support Chat and Ticketing workflow, including assigning tickets to the correct point of contact and managing customer needs directly.
• Communicating the value of GTR through understanding prospect's day to day challenges and goals.
• Convey and internalize empathy for prospect’s pain to foster trust and connections to you as an individual and our brand as a whole that are deeper than typical transactional sales.
• Perform various administrative tasks in support of different departments by updating Hubspot CRM.
• Continuously learn and apply emerging technologies and techniques, pushing you and your team to new heights.
• Other duties as required.

Customer Success Implementation Support Specialist I Qualifications:

• High school diploma required, college preferred
• Experience with Hubspot, GSuite, Slack preferred
• Experience with Payment Gateways and Customer Tech Support HIGHLY desirable
• Excellent English, written/verbal communication skills.
• Strong problem solving skills
• Motivation, drive and a self-starting attitude
• Ability to work in a fast paced, team environment
• Good time management with strong organizational skills
• Knowledge of and established relationships within Home Improvement industry and inside sales experience are both a plus.
• Must be able to consistently meet/exceed performance goals/objectives.
• Must be confident, self-assured to be seen as an equal partner to Affiliates.
• Must be authentic, trustworthy, honest and dependable with reliable follow through.
• Exceptional communications and active listening skills with strong ability to write/speak for impact. Must be able to clearly articulate the company's products/services and explain the advantages to partners in a way that is persuasive without being pushy while still meeting company goals/objectives.
• Must be service-oriented and empathetic with a deep understanding of the goals, drivers, and needs of others.
• Must be a problem solver, one who hustles to find a solution and is willing to roll up their sleeves to get the job done.
• Takes responsibility and is accountable for their actions and outcomes.
• Exceptional time management, organizational/project management skills; proactive and prepared to avoid surprises or missed opportunities.
• Must be a strong team player and highly collaborative, while still being able to operate independently.
• Strong attention to detail.
• Must be a self-starter and highly motivated.
• Excited to learn new things.

Pay Rate: $20-$25/hour based on experience.'
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Work Location:

• Remote USA

Work Remotely

• Yes

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 2 years (Required)
• Technical Implementation: 1 year (Required)

Work Location: Remote