Training Specialist (Norcross, US)

ParkingSoft

Job description

Current Need

Reporting to the Customer Support Director at ParkingSoft LLC, the Training Specialist within the Customer Support and Training team will collaborate in the design, delivery and continuous improvement of training programs; conduct needs assessments, develop reinforcements and evaluate outcomes. In addition, the Training Specialist will also facilitate and deliver training to ParkingSoft internal and external customers as needed.

Job Description

The Training Specialist is primarily responsible for the development, delivery, facilitation, and continuous improvement of training curriculum and all supporting materials, aids and manuals. Success in this role requires the ability to collaborate with Subject Matter Experts and others to develop both technical and non-technical training programs for internal, external customers and Strategic Business Partners.

Responsibilities

  • Facilitate training in all areas as needed to meet the demands of the internal/external customers. This includes classroom, video conferencing, conference calls and one-on-one training formats
  • Develop and oversee the production of classroom handouts, instructional materials, aids and manuals using a variety of software programs, primarily in Microsoft PowerPoint, Microsoft Word and Adobe Captivate
  • Assist with on-boarding of newly hired employees; this includes a hands-on mentoring program and travel as needed to provide appropriate developmental training
  • Update training curriculum as needed to refresh/improve content.
  • Assist in identifying/developing new course curriculum
  • Analyze and validate business reports as needed to ensure accurate data is presented to executive level leadership
  • Assist, as necessary, with training, support and site visits in critical situations that require a hands-on approach. This may involve a temporary training assignment to help stabilize a location and/or team
  • Maintain accurate, timely and consistent records in all areas of training. Ideal candidate is highly organized with great attention to detail
  • Work with internal Subject Matter Experts to maintain, update and improve existing training materials and implement solutions that drive performance and are consistent with internal standards and best practices
  • Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them
  • Act as liaison to other department managers for training-related issues and questions
  • Remain current with the latest developments in eLearning, instructional design, adult learning principles and educational technology
  • Any other duties as assigned by your manager

Minimum Requirements

The ideal candidate will have 5+ years’ training experience in a customer service environment. 2+ years’ experience with some type of Authoring Tool. Highly skilled in MS Office Product Suite (Word, Excel & PowerPoint). Proven ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate.) Experience publishing to wide-range of learning management systems. Parking industry with familiarity of parking terminology and basic troubleshooting skills a plus.

Preferred Qualifications

You need to demonstrate the following.

Achievement Focus - Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals. Demonstrates persistence and overcomes obstacles.

Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.

Communications - Exhibits excellent listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods. Excellent written and verbal skills. Strong interpersonal skills to interact with clients, management, and peers. Effective cross-department communication. Outstanding communication and presentation skills with the ability to build rapport with trainees and hold audience’s attention during REMOTE training (web-based) and LIVE Training.

Customer Service - Is a role model of courtesy and sensitivity. Exhibits confidence. Solicits internal/external customer feedback to improve service.

Dependability - Commits to doing the best job possible. Follows instructions but takes initiative towards organizational goals. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions.

Problem Solving - Takes initiative to identify and solve problems. Works well in group problem solving situations. Resolves problems in early stages. Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. A wide degree of creativity is expected.

Organization - Detailed oriented and highly organized. Ability to manage ones workload using effective time management skills. Ability to meet firm deadlines.

Technical Savvy - Experience in Google G Suite, Docs, Sheets, Calendars, Microsoft Office, Word, Excel, PowerPoint, and Adobe Captivate. Strong typing skills.

Leadership - Recognizes and acknowledges the contributions of team members. Keeps the betterment of the team in mind when interacting with junior Customer Support Analysts and helps to promote a team environment.

Parking Acumen - Ability to learn and relay information using proper parking terminology in order to speak intelligently and train internal/external customers.

Education And Experience

  • Ability to read, write, and speak English fluently and communicate effectively.
  • High School Diploma required.
  • 4-year degree in related field or equivalent experience preferred.
  • Certifications/Licensure
  • Learning and Performance certification preferred

Working Conditions

  • In general, the position requires sedentary work typical of an office environment.
  • Ability to work flexible schedule which may include weekends as necessary to fulfill job assignment
  • May lead and direct the work of others
  • Travel Requirements
  • Up to 25% domestic travel possible

Based in Atlanta, GA, ParkingSoft develops and manufactures user-friendly parking access and revenue control systems (PARCS) that let our clients focus on their core businesses, helping them to increase profits and customer satisfaction. We deliver a full range of innovative parking solutions and services that integrate secure, current technologies with a focus on usability for both facility operators and parkers.

We're on the leading edge: technology innovation is our backbone, rooted in our extensive parking operational experience. ParkingSoft seamlessly integrates hardware and software as a service (SaaS) applications and platform solutions, blending first class .NET framework development with simplicity and reliability in our hardware designs. With a unique focus on end-user (parker) satisfaction, ParkingSoft is developing and delivering web-based, real-time systems that reduce maintenance and operating expenses while enhancing revenue for our customers.

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