Technical Support, Customer Training

Description Company:

Pioneer Interactive is a leading producer of software for companies that send personnel out into the field (field service management). Our software, Pioneer StarTech, is used by clients to schedule and keep track of in-field personnel, create and update customer information, create project estimates, invoice clients, and keep track of material and tool inventory. The software was designed in partnership with clients - owners of field service personnel businesses - and gives them an incredibly efficient way to run their daily operations.

Position:

You will be providing technical support for our clients, helping them install and use our field management business system.  You will be working with them on the phone, but will also answer emails in which they ask questions and you provide a solution. The ability to work on some programming and database admin work in addition to your customer service work would be a big plus.

As part of your work, you will also create pre-recorded webinar training sessions and will lead live webinar training sessions for customers. You will be teaching business owners and their employees how to use the program and achieve optimum performance from its functions. You will create and conduct the canned and live webinars using audio, presentations, screen grabs, and streaming video.

We will hire the candidate who excels in these areas:

• Technical proficiency - a thorough working knowledge of the Windows operating environment, networking, and hardware and software issues that may impact the operation of our software on client machines or a Local Area Network.
• Strong trouble-shooting skills - the ability to work with the customer to quickly identify the source of the problem and provide the appropriate solution.
• A strong sense of responsiveness - consistently getting back to the client quickly
• A professional demeanor - A disciplined, thorough approach to your work
• The desire to learn and improve - Constantly learning more about the program, in order to help clients with any issues they have
• Able to create and present training modules focusing on program functions, create a webinar schedule, and communicate with customers to announce the webinars and receive feedback after each training session.
• Programming experience - the more you know about programming, the better. Our program is written in Delphi and C#.
• Flexibility in work hours would be helpful
• Knowledge of foreign languages would also be positive for international clients

Requirements We prefer a candidate that has at least 2 - 5 years of providing customer support for software or systems. Other desired attributes include:

• An insatiable desire to help customers achieve their goals
• A deep understanding of software application programs
• Experience helping others with technical functionality
• Experience in a related business-to-business field
• High-energy, cheerful, courteous, disciplined, patient
• A natural ability to teach, understanding what is needed, how to organize and present the information, and how to incorporate customer input and feedback to improve any training material
• Strong communication skills - including the ability to listen effectively

Company Location: Rockland County, NY

Salary: $55,000 - $65,000

Please send a resume and cover note via email to Kristin Zhivago at [Click Here to Email Your Resumé].