Location: South San Francisco
Department: Operations/Services
Reports to: Certification Manager Responsibilities:
- Conduct sessions to certify experts on the SupportSpace platform and workbench using professional phone skills and voice quality
- Compose and respond to email communications from current and potential experts in a grammatically correct, factually accurate, and timely manner
- Ensure the quality and consistency of course content delivery
- Maintain accurate, detailed information on certified and non-certified experts within SupportSpace’s various databases
- Ensure that each new expert’s SupportSpace account and profile is set up properly
- Communicate with and build relationships with new and current experts
- Follow-up with certified experts to ensure a clear understanding of presented materials, and to ensure expert is pursuing various partner certifications
- Ensure each certified expert has signed the appropriate Independent Contractor Agreement with SupportSpace
- Grant all newly certified experts access to partner certifications
- Grant all newly certified experts access to SupportSpace’s Wiki site
- Send out email communications to new experts with helpful information
- Help organize and enhance certification courses
- Mentor other Certification Coordinators in subject matter, content, and course delivery
- Perform ad-hoc projects related to expert certifications
- Ability to achieve and maintain a positive attitude with all internal and external customers
- Ability and motivation to learn the SupportSpace platform from the expert side
- Ability to explain technical concepts to end users and non-technical staff in an effective and respectful manner
- Ability to adapt to new environments adjusts to situations and demands while functioning effectively
- Ability to learn various communications such as: telephone, face-to-face, mail, electronic mail and facsimile, including talking with company members located in foreign countries
- Ability to carefully and patiently listen to customers and respond to customer inquiries in a professional and appropriate manner even when a customer is impatient. Follows-up with customer on a timely basis as needed
- Ability to work in a team environment
- Associate’s or Bachelor’s Degree
- Excellent computer skills including background in Microsoft Office Suite
- Understands computer terminology and concepts, including desktop computers, software, networking, and Internet tools
- Must have at least 2-4 years in relevant work experience
- Able to explain and teach technical concepts in a clear manner
- Proven organizational skills, particularly in management of multiple ongoing operations
- Demonstrate excellent interpersonal and customer service skills
- Excellent oral and written communication skills
- Able to adapt to a constantly changing environment
- Able to work in a team environment with minimal supervision
- Technical training experience a plus
SupportSpace offers an excellent benefits package and fosters a highly skilled, energized and empowered workforce. We are committed to providing the ultimate service experience, through game-changing advancement of remote IT technical services and virtual expert networks.
If your credentials fit this position, please send your resume and contact details to: RecruitingUS@supportspace.com
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