Training & Support Specialist

Our Company:

Evessio is a multi-award-winning company that provides event management software for running awards and conferences.

We are passionate about the events industry and strive to innovate our technology through a deep understanding of the events landscape, collaboration with our customers & partners and by operating with integrity to deliver excellence.

Our mission is to become the global leader in awards and conference management software, developing innovative technology and offering outstanding customer service, delivered by exceptional people.

Summary of the Role:
As Evessio’s training & support specialist, you will be responsible for facilitating and delivering effective training of our software and for helping to manage our pipeline of support tickets received from our customers.

Your responsibilities will include ensuring an effective learning experience for our customers and you will be a key contributor to ensuring their understanding and ongoing use of our software.

In addition to delivering training sessions virtually (Zoom), your responsibilities will also include the creation and ongoing management of help documentation, keeping materials up to date in line with the continued development of our software.

Part of your role will include assisting our technical support team in reviewing, diagnosing and answering customer support tickets.
The role reports directly to our Operations Director and is a key role within our award-winning customer success team, working alongside our technical support team and project managers.

Key Responsibilities:

Training Delivery:

• Co-ordinate training scheduling and attendee invitations

• Conduct virtual training sessions
• Ensure all sessions commence on time and follow the arranged topic
• Conduct appropriate follow up after the training sessions
• Adapt training sessions to customer needs
• Adapt training content in line with our product development

Training & Support Content & Materials:

• Develop learning materials and guides for Evessio’s knowledge base and review regularly to keep them up to date
• Collect and review feedback from training sessions to continually improve the training approach and materials
• Manage regular delivery of relevant content to Evessio’s admin database, specifically focussing on platform features and how they will benefit the customer

Client Relationship Management:

• Represent Evessio as an ambassador, being professional and articulate while interacting with clients
• Foster strong relationships with clients, ensuring effective communication and understanding of their training needs and expectations

Customer Support (Email)

• Assist in managing product and technical related support queries received from customers
• Recommend solutions and guide customers through features and functionalities to help resolve queries

Key Skills Required:

• Strong communication and presentation skills,
• The ability to articulate effectively at all levels

• Experience in training delivery, preferably in a Software as a Service (SaaS) environment
• Ability to adapt and innovate, in a dynamic evolving product environment
• Good co-ordination skills to handle multiple priorities effectively

• Proven ability to build and maintain positive client relationships
• A patient, professional and friendly approach to teaching
• Willingness to be a team player

Qualifications & Experience Required:

Required:

• Prior experience in providing training delivery (minimum 2 years)
• Prior experience in delivering excellence in customer service (minimum 2 years)

Desired:

• Further education qualification
• Experience of working in a SaaS environment
• CIPD certification in Learning & Development
• Basic knowledge of CSS and JavaScript

Salary & Benefits:

• Salary dependent on experience
• 25 days annual leave per year
• 8 public holidays per year
• Work From Home (fully remote position)