|Job Specialty: Customer
Relationship Management Specialist & Support
Department: Technical and Customer Support
Reports To: Senior Director, Support
Creates internal company web pages and
documentation including graphics, animation, and
functionality. Performs development and maintenance
programming for Intranet pages and the Intranet
site. Assists in the planning of overall company
strategy involving Intranet usage. Designs and
develops sales training seminars, programs and
courses, and evaluates the effectiveness of the
Directly affects all levels of support services by training or developing
existing staffs skills . Thorough understanding of all levels of support and
customer service. Continual re-evaluation of the support structure to optimize
productivity of agents and support queues.
HOURS OF WORK
including days and hours of work.
Monday through Friday 4:00am - 2:00pm (Overtime,
Saturday, Sunday hours and 24 hour on call as
required - Salaried Position) Regular attendance is
an essential function of this job.
ESSENTIAL DUTIES &
include the following. Other duties may be assigned.
- Performs overall administration of Intranet
site at a company-wide level, including
programming, maintenance, technical support,
documentation, and administration of the internal
- Makes hardware and/or software purchasing
recommendations or decision regarding web
- Designs, develops, and delivers classroom and
e-learning courses, which effectively accomplish
organizational strategic objectives and mirror
- Works closely with the Sales Department,
Corporate Infrastructure, and Product Marketing
directors to ensure the Technical Support training
program is accurately defining the current product
deliverables and future product developments.
- Develops learning objectives, which
effectively describe outcomes of training.
Provides training input and guidance to the sales
departments as well as other departments and
- Evaluates training programs and courses in an
effort to identify how individual development
needs are being met, and makes recommendations for
ongoing requirements of training program.
- Coordinates training schedules and facilities
to conduct training seminars, programs and
This job has no supervisory responsibilities. This qualification may change
depending on training department growth.
To perform this job successfully, an individual
must be able to perform each essential duty
satisfactorily. The requirements listed below are
representative of the knowledge, skill, and/or
ability required of a successful candidate.
Develops a comprehensive knowledge of all company
products including product composition, package
directions, product usage, and performance
variables. Develops a comprehensive knowledge of all
company sales and support production software
applications. Develops a comprehensive knowledge of
all company procedures.
EDUCATION and/or EXPERIENCE
Bachelor's degree (B. A.) from four-year college
or university; or one to two years related
experience and/or training; or equivalent
combination of education and experience.
Comprehensive knowledge and proficient use of the
Microsoft Word, Excel, PowerPoint, Front Page, and
Flash are necessary. Requires knowledge of
commercial intranet/web tools and protocols.
Experience selling in an inbound or outbound call
center, a plus.
Ability to read, analyze, and interpret business
periodicals, professional journals, technical
procedures, or governmental regulations. Ability to
write reports, business correspondence, course
curriculum and procedure manuals. Ability to
effectively present information and respond to
questions from groups of managers, clients, and
Ability to solve practical problems and deal with
a variety of concrete
variables in situations where only limited
standardization exists. Ability to interpret a
variety of instructions furnished in written, oral,
diagram, or schedule form.
The physical demands described here are
representative of those that must be met by an employee to successfully perform the essential
functions of this job. Reasonable accommodations may
be made to enable individuals with disabilities to
perform the essential functions.
While performing the duties of this job, the
employee is occasionally
required to stand; walk; sit; use hands to finger,
handle, or feel; reach with hands and arms; climb or
balance; stoop, kneel, crouch, or crawl; talk or
hear. The employee must frequently lift and/or move
up to 25 pounds.
The work environment characteristics described
here are representative of those an employee
encounters while performing the essential functions
of this job. Reasonable accommodations may be made
to enable individuals with disabilities to perform
the essential functions. The noise level in the work
environment is usually moderate.