Customer Training Specialist- iHotelier
Job description
Job Title
The Customer Support Product SME functions as a "Principal trainer" with global responsibility and will provide training, mentoring, coaching and functional/technical guidance to the Customer Support Teams on specific product(s). The Customer Support Product SME will “own” the Training and Knowledge Base from a content standpoint and will be responsible for product training strategy for the support organization.
- Maintain/continously expand expert level functional knowledge of Amadeus Hospitality product(s) supported in the domain as a Subject Matter Expert for the product(s)
- Has working experience and advanced and specialized technical/functional knowledge in own discipline. Understands how the product contributes to the business
- Proficient in technical knowledge to ensure team performs at a high level
- Acts as a global reference and a "go to" person within the department for the assigned product(s)
- Partner with Product/Engineering/Customer Success/Implementation/ Techincal Support/Education & Training/P&C to identify and tap into knowledge and expertise
- Provide training, mentoring, coaching and functional/technical guidance to team members as a "Principal trainer" with global responsibility
- Act as a source of expertise, providing guidance on troubleshooting techniques and tools for customer support teams
- Own the knowledgebase from a content point of view and responsible for Knowledge Article development strategy and execution
- Responsible for product training strategy for support and own the training from a content point of view
- Coordinate product training curriculum for new hires and have that integrated into the onboarding plan
- Facilitate upskilling/refresher training for existing staff across the department
- Enable the support team members to resolve cases at the first contact
- Assist in identifying technical needs/training needs
- Accountable for product knowledge globally within the department
- Strong written and verbal communication skills
- An adept in fostering collaboration
- Excellent soft skills to be an effective trainer (communication, engagement), leveraging on creativity and technology
- Exceptional listening skills and problem solving ability
- Excellent time management skills and keen attention to detail
- Ability to manage and prioritize tasks
- Possess high level of confidence, desire to succeed, and assertiveness
- Can assess complex problems with broad impact on the activity, improve processes, recommend solutions and risk mitigation plans
- Able to communicate complex information
- Works with a high level of autonomy, based on management directions
- Reinforce proper case management procedures are followed
- Escalate unresolved issues to the next level Escalation Team in accordance with support escalation procedures.
- Assist in identifying process and procedure improvements and general areas needing improvement within the department
- Conduct periodic and regular audits of customer cases and processes
- Keep team members, management, clients and Amadeus personnel informed of key or wide spread client issues as necessary
- Communicate and document known resolutions to problems or issues
- Maintain the highest level of client satisfaction
Diversity & Inclusion
We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.
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