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Technical Training Specialist

Tigerpaw Software Bellevue, NE
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Job Description

Tigerpaw is hunting for a customer-focused Technical Training Expert to join our overly caffeinated team of quirky, fun and friendly Tigers.

 

This person will help onboard our new customers to Tigerpaw with one-on-one phone calls, training, and regular communication. They will drive adoption of the platform by following a pre-designed launch plan to get our customers up and running and using our core products.

 

As part of the Customer Success Team, you will also have a hand in developing training and educational collateral that helps our customers learn more about Tigerpaw, find a better way of doing things in the platform, and all-in-all propel their business forward by ensuring they are getting the most out of their investment. Documents, webinars, flow charts, excel sheets, even online courses — any of these may be an option as we find ways to best help our clients succeed with Tigerpaw.

 

Maybe you’re the Tiger we’re looking for?

 

You will get to work with our senior trainers and technical writers to create compelling content that educates and delights our customers. However, remember that this is a customer-focused role first and foremost. The successful candidate for this role will have excellent communication skills, be able to multi-task, juggle competing priorities, use critical thinking to make best-judgement calls on elevating customer issues/concerns/lack of tigers in their office (we have been known to send random plush tigers to customers), and work to onboard our clients to the latest and greatest version of Tigerpaw, all while championing the benefits and features of our business automation platform. (It. Does. A. Lot.)

 

On any given day you may have multiple phone calls with a customer, work with new clients to find out what they want to get out of the product, check in with existing customers to see how they are doing with their software deployment plan, and answer emails for customers and internal Tigers (your co-workers). This role is designed for progression. As you learn more about Tigerpaw and how customers can best use it, you will have more opportunities to do specialized training courses, lead online webinars, and find additional ways to make our customers more successful.

 

This is a no-silo role where you are empowered to work cross-collaboratively throughout our organization to best set our customers up for success. Need input from development? Just walk down the hall and ask. Have a question from the sales team? They’ll be happy to help! (Although a bit distracted if it’s the end of the quarter.) You will also work closely with our Support Department and Customer Advocate teams to ensure your customers are getting everything they need to move forward. If you don’t like talking with people, then these are not the droids you are looking for. Move along. Move along.

 

If this does sound like you, if you have a knack for taking the complex and distilling it down into easy-to-understand language, then why not throw your hat into the ring?

 

At Tigerpaw, we embrace the weird, the odd, the unusual, and the quirky. So much so that we even added “Quirky, Fun and Friendly” as one of our core values. (It’s just above the unofficial core values of “Bacon”* and “Shenanigans.”)

 

This is a job and a company where you are encouraged to let your geek flag fly. We welcome your energy, enthusiasm, and the things you are passionate about.

 

In addition to working with a wide variety of customers in one-on-one planning meetings, you will also have the chance to be a member of a learning-focused company that values the soft skills that make coming to work awesome: communication, listening, being supportive of your team members, empathy, critical thinking, problem-solving, and how to high-five a co-worker while holding a fresh slice of pizza.

 

We value passion, creativity, sound communication practices, ownership and accountability, team collaboration, bad puns, and building up others to make our team better through teamwork and camaraderie.

 

If the idea of working with a great team gets your blood flowing, in an environment that embraces modern ideas on leadership, company culture, and team building; if you put people first; and if you’ve read the leadership bios on this page and you’re not scared away by our quirky culture — then maybe you’re the Tiger we’re looking for. (There will be a Roar test.)

 

 

Summary and responsibilities

Tigerpaw is looking for a customer-focused Technical Trainer to act as our newest Lego Master team member. This person will:

  • Coach customers on deploying Tigerpaw software within their organization
  • Conduct online training sessions, including: Ask the Expert sessions (like a personalized coaching session with customers), client requested training, and coached software deployment plans.
  • Write and update training related documentation and videos.
  • Provide classroom training for both clients and internal employees.
  • Travel occasionally for training or software deployment purposes — 15% (This year we sent some of our team to a big conference in Orlando: golfing, zip-lining, bowling, and bumper cars may have been involved.)

 

You may also be called upon to referee inter-departmental trivia contests and assist in the selection of beer and barbecue for team outings.

 

Qualifications and core competencies

Think you’d be a good fit to join our Streak of Tigers? Here’s what we’re looking for:

  • 2+ years of training experience
  • B.S. or B.A. degree from an accredited university or related experience (tell us why your skills make you a good fit for this role)
  • Excellent presentation skills
  • Great communication skills: verbal, written, smoke cloud
  • Effective organization skills (you have a system to keep track of things and get them done)
  • Great customer service skills (empathy, understanding, high-fives)
  • Basic understanding of CRM software a plus
  • Experience using Camtasia or other video editing software a plus
  • Ability to establish and maintain a positive and productive working relationship with internal and external audiences
  • Willing to work flexible work hours to meet the need of the business requirements, and your customers’ businesses.
  • Experience in Microsoft Office products: Word, Excel, etc.
  • Valid driver’s license and dependable transportation
  • Comfortable presenting to groups up to 150 people
  • Ability to set goals, take action, and achieve goals
  • Ability to manage multiple projects
  • Able to manage difficult or complex situations and people with tact, confidence, and diplomacy
  • Maintain a helpful, professional, and casual relationship with clients (understanding that you will be working with a wide range of different people, titles, and personalities)
  • Able to function independently with a minimum of structure
  • Able to resolve problems and concerns related to tasks, projects, and assignments in a timely and appropriate manner. (If you see you are getting off track, you are comfortable communicating that and seeking help from your team.)

 

 

Bonus! You identify with most or all of the following:

  • You have a lifelong love of learning and you’re not afraid to try new things.
  • You can laugh at your mistakes and learn from them.
  • You can laugh at your team’s mistakes (with them; don’t be a jerk), and positively encourage them to continue to DO THE THING!
  • You understand what it means to be part of a no-ego team and you like the idea of getting to work with other fun, geeky, driven and productive professionals, multiple-disciplined thought leaders, and super nerds.
  • You appreciate a good high-five from a teammate over a great idea or a completed project.
  • You like the idea of trading in your blouses and blazers for wearing comic book, video game, or band shirts to work. (And you dig the idea of having a closet full of Tiger-themed work shirts — and yes, we have managed to create some that have a tiger wranglin’ a dragon on them.)
  • You can take constructive criticism and feedback professionally and use it to help the team.
  • You want to learn how to do things better and you enjoy when a teammate shows you a new technique, strategy, shortcut, or random meme.
  • You like Star Trek or Star Wars. There is no right answer, but you should probably have an opinion on the matter.
  • You are excited to help your team and coworkers (and customers!), but you are also capable of handling your individual projects — and you are always focused on driving projects to completion and success.
  • You think silos are incompatible in a modern workplace environment (read: they’re stupid) and you welcome the opportunity to work in a no-silo environment where you are encouraged to work and play across department lines, roles, and titles.
  • You have an upbeat attitude and you genuinely want to enjoy working with your team.
  • The opportunity to be part of a dedicated team of passionate high-performers gets you excited. And the idea of being part of a modern workplace culture of empowered team members gets you pumped in a big way.
  • You want to have fun, but also get $h!t done.

 

This position offers a competitive compensation package in a relaxed, quirky, fun and friendly company culture. You will be expected to dive in quickly, and you will have the backing and support of our entire team. (We may throw you into the deep end of the pool, but we’ll give you metaphorical arm-floaty things.)

 

What are you waiting for? Let’s hear your Tiger roar! (That means apply if you think this sounds like a cool gig — and we promise, it is.)

 

This exciting full-time position will report to our Director of Customer Success.

 

CONTACT: Suzy Kratochvil, skratochvil@tigerpaw.com

 

 

*Love of bacon is not a requirement for this position. We have several vegetarians and vegans on our team who we fully embrace as our tigery brethren and sistren.

Job Details

Date Posted February 13, 2020
Date Closes March 14, 2020
Located In Bellevue, NE
Department Training and Implementation
Function Cross-functional role, onboarding and training clients
Job Type Full-time Employee
Compensation Salary, Varies
Shift Custom
Mon: 8 am to 5 pm
Tue: 8 am to 5 pm
Wed: 8 am to 5 pm
Thu: 8 am to 5 pm
Fri: 8 am to 5 pm
SOC Category 15-1041.00 Computer Support Specialists
Zipcode 68005
Name Suzy Kratochvil
Address 2201 Thurston Circle
City, State and Zip Bellevue, NE 68005

This job offers the following benefits

  • 401(k) Retirement Savings Plan
  • Dependent-Care Spending Accounts
  • Flexible Spending Accounts
  • Health-Care Spending Accounts
  • Accidental Death and Dismemberment
  • Dental
  • Dependent Life Insurance
  • Domestic Partner Benefits (Different-sex)
  • Domestic Partner Benefits (Same-Sex)
  • Employee Assistance Program (EAP)
  • Life Insurance
  • Long-Term Disability
  • Medical
  • Short-Term Disability
  • Supplemental Insurance
  • Vision
  • Casual Dress
  • Employee Referral Program
  • Financial Planning
  • Flexible Hours
  • Free Parking
  • Holiday Party
  • On-the-Job Training
  • Paid Holidays
  • Paid Vacations
  • Remote Access
  • Sick Leave
  • Unpaid Leaves of Absence
  • Workout Facilities
  • Achievement Awards
  • Corporate Perks
  • Merit Increases

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