Software Trainer & Service Desk Analyst

JOB DESCRIPTION:

• We are looking for someone confident, able to work independently, learn software and be a proactive team player at our law firm.
• This person will own the software training programs, including developing training materials, building a learning management system, and will be responsible for training new hires internally as well as external customers in person and remotely.
• The goal of this role is to enable better-informed customers to reduce support requests, alleviate customer frustration and increase customer satisfactions.
• The ideal candidate will be polished, professional, have a positive, upbeat attitude, and have previous software training experience working in a similar type of work environment.
• The perfect fit will have a balance of instructional design & training, communication, organization, technical and people skills.
• Hands-on experience with Windows 10, Office 365, Worldox or NetDocs, Kofax PDF Pro, Citrix Sharefile, HP laptop / desktop computers, iOS / Android smartphones, Digital dictation, . VoIP phones, Mac o/s, HP printers and will be helpful

Job Requirements:

RESPONSIBILITIES:

• Own the overall software training programs
• Helpdesk Requests
• Learning all facets of the firm's software and related products
• Develop an internal employee training program and administer it
• Provide one-on-one training with customers in person and remotely
• Developer and maintain articles in knowledge bases

QUALIFICATIONS

• High School graduate or higher education/training and/or equivalent working experience.
• Proven, prior software trainer experience (min. 5 years).
• Ability to prioritize effectively and handle shifting priorities professionally.
• Ability to balance empathy and accountability with a client, to execute effective training sessions.
• Strong Interpersonal skills for both compassion for customers and a “team-first” attitude with teammates
• Instructional design and technical documentation skills for developing training content
• Excellent written and verbal communication
• Excellent organization skills and detail-oriented
• Ability to learn new software and then teach it to others