Hiring and Training Support

Location: Monterey, CA

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


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