Product Trainer, Customer Support Position Available In Davidson, Tennessee

Product Trainer, Customer Support Location:

Nashville, TN Job Id:

943

Job Title:

Product Trainer, Customer Support Job Summary:

The Product Trainer, Customer Support role is an integral member of the RevSpring Solution Support team. Acting as a liaison between the RevSpring Product teams and Solution Support team, the Product Trainer, Customer Support role responsibilities will focus on obtaining new product understanding, becoming a subject matter expert, and educating the Solution Support team. Obtaining product knowledge will come through training with product teams, participating in product enhancement discussions, and acting as the Account Manager for a small number of accounts that are using new products. Educating the Solution Support team will include contributing towards product documentation, performing individual and group training sessions, and educating individual Account Managers on live accounts that are utilizing new products.

Essential Functions:

Liaison between product teams and support
Provides feedback on Support needs for

Product Success:

Documentation
Training
Identified product gaps for ease of use, self-service
Identified product gaps for customers
Participates in enhancement roadmap meetings when applicable
Participates in Product Readiness Acceptance Criteria phases
Shadows new client implementations with implementation teams
Provides feedback on product readiness
First to be trained in support for product handoff
Owns or co-owns customer accounts that acquire new product
Works the new product piece of the customer account
Gains in depth knowledge, learning by doing
Earns SME status on new product
Trains support members on new product
Transfers product knowledge within the support team
Transitions accounts to other support members, to also learn by doing
First point of contact for support members with product questions
Maintains product knowledge on new and existing services
Provided analysis and reporting to Support leaders for training success and needs
Ensures support teams have enough members trained to fully support all new product sales
Identifies gaps in knowledge and resources

Minimum Requirements:

Specific Job Skills:

Analytical

• Synthesizes complex information; Collects and researches data driven questions; Uses intuition and experience to complement data; Design workflows and procedures
  Dependable
• Demonstrate strong sense of ownership; Take responsibility for own actions; Keep commitments
  Initiative
• Undertake self-development activities; seek growth and new responsibilities
  Leadership
• Demonstrate confidence in self and others while exhibiting strong interpersonal skills; Work with minimal direction
  Communication
• Engage persuasively and professionally; Use impeccable listening skills
  Problem Solving
• Identify and resolve problems efficiently; Gather and analyze information skillfully; Develop solutions both independently and through collaboration; Exhibit excellent judgment
  Execution
• Demonstrated ability to handle multiple priorities simultaneously
  Knowledge of payment portals, merchant services, IVR, and print production processes
  Experience in the Financial Services or Healthcare Revenue Cycle Management industries
  Web based application experience
  MS Office experience
  Ability to maintain technical expertise and aptitude with web-based applications
  Must have strong interpersonal skills
  Excellent written and verbal communication skills
  Organized and detail-oriented
  Must be able to work independently with self-motivation and enthusiasm
  Team player with a “can do” attitude that can work in a fast-paced, ever-changing environment
  Ability to establish and nurture professional relationships with customers and co-workers
  Up to 10% travel may be required

Education:

Bachelor’s Degree or equivalent work experience

Experience:

2+ years in a related customer service role
Knowledge of payment portals, merchant services, IVR, and print production processes
Experience in the Financial Services or Healthcare Revenue Cycle Management industries

Supervision:

N/A

Certifications:

N/A

Language Skills:

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from a variety of both internal and external sources.

Physical Capabilities:

Standard categories
The physical capabilities 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 regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. RevSpring is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Note:

This Job Description may not describe all of the job responsibilities and standards assigned to this position. The duties may change from time to time. RevSpring does not discriminate against any group in hiring or employment practices. Nothing in this job description constitutes a contract for employment. #LI-DNI
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