Location: Monterey, CA

Schedule: Monday-Friday, 8:00am to 5:00pm

Overview:

The Hiring and Training Support position responsible for providing customer service,  technical assistance and support related to all training. S/he supports the training participant in  identifying, researching, and resolving technical and non-technical issues related to their assigned  training. S/he will document, track and monitor issues to ensure a timely resolution.  

This position is responsible for supporting a variety of end users using different in-house platforms. The  ideal candidate must be a team player, self-motivated and passionate about technology and helping  people.  

Tasks and Responsibilities:  

• Make outbound calls to trainees verifying and confirming attendance, resolving issues/questions  on the spot  
• Correspond via email to training inquiries and training enrollments 
• Provide technical and general assistance in person, via phone, via video, or electronically to the  end user’s satisfaction 
• Learn and understand the detailed functions of programs in order to effectively walk users  through the steps required to achieve specific goals 
• Diagnose and resolve technical issues with training systems to ensure participation • Research questions using available information resources 
• Advise user on appropriate action  
• Follow standard help desk and company procedures 
• Log all help desk interactions, providing details anyone can understand 
• Redirect problems to correct resource 
• Identify and escalate situations requiring urgent attention 
• Prepare activity and status reports as directed 
• Inform management of recurring problems 
• Stay current with system information, changes and updates 
• Monitor and respond to training help desk emails and support requests tickets processing first in first-out based on priority

Additional duties as assigned 

• Meet or exceed training participation metrics Qualifications  

Basic Requirements:  

• High school diploma or equivalent  
• Education and Experience:  
• Bachelor’s degree preferred 
• Excellent customer service skills 
• Strong verbal communication and problem-solving skills 
• Working knowledge of fundamental operations of relevant software, hardware and other  equipment (Microsoft Outlook, Word, and Excel; Salesforce; Taleo; Learning Management  Systems) 
• Knowledge of relevant call tracking applications 
• Knowledge of and experience with customer service practices 
• Related experience and training in troubleshooting and providing help desk support  

Key Competencies and Attributes:  

• Oral and written communication 
• Desire to learn 
• Problem analysis 
• Problem-solving  
• Adaptability 
• Team interaction 
• Interpersonal and customer care 
• Planning and organizing 
• Attention to detail 
• Stress tolerance 
• Data entry