As a Training and Support Consultant at Newbook, you will play a dual role in delivering exceptional customer support and providing training to our clients. Your primary responsibility will be to handle incoming phone calls and support requests from customers seeking assistance whilst also conducting training sessions to educate clients on the effective use of our products and services. Your ability to provide superior support and training will be instrumental in ensuring customer satisfaction and maximizing the value they derive from our offerings.

This role of Training & Support Consultant ensures our valued clients receive a world-class experience, by providing them with support and training regarding product functionality, new features, updates, and troubleshooting.

Key Responsibilities

Client Support:

– Troubleshoot technical problems customers encounter, guiding them through step-by-step solutions and employing active listening to fully understand customers’ needs and provide accurate solutions.
– Offer ongoing support to clients after the live day, helping them troubleshoot issues and optimize their use of the company’s solutions.
– Serve as a point of contact for clients, building strong relationships and ensuring their satisfaction.
– Collaborate to escalate and resolve complex technical issues efficiently and notify/escalate client concerns to senior management / customer success.
– Strive to achieve customer satisfaction metrics and contribute to improving customer experience.
– Maintaining Customer Support satisfaction scores as per KPI targets.

Client Training:

– Assess the specific needs and requirements of each client to tailor training programs accordingly.
– Develop training materials, modules, and resources to facilitate client learning.
– Conduct training sessions, both one-on-one and in groups, to educate clients on the company’s products, services, and operational procedures.
– Ensure that clients understand and can effectively use the tools and resources provided.
– Adhere to support and training standards to ensure consistently high-quality interactions.

Live Day Preparation:

– Work closely with clients to prepare them for their “live day,” which will involve the launch of their database, ensure importing and setup requirements are met.
– Ensure crosschecking is completed before live day is due.
– Provide guidance and support to clients during the transition to live operations, addressing any questions or concerns they may have.

Self-Leadership:

– Continuously update your knowledge and skills related to the company’s offerings and industry trends.
– Stay informed about changes and updates to the company’s products or services.
– Take the initiative to identify areas for improvement in the client training process and suggest enhancements.

Documentation and System Management:

– Maintain and log detailed records of client training sessions, progress, and feedback in CRM.
– Maintain Knowledge Base and Confluence.
– Create training reports and summaries for management and clients.

Key skills and experience

– Customer-focused work ethic with demonstrated experience in customer service.
– Ability to build strong relationships with clients and peers.
– Strong technical acumen.
– Excellent verbal and written communication skills.
– Empathy and patience in handling customer inquiries and challenges.
– Proficient in conducting engaging and informative training sessions.
– Experience in hospitality a plus.
– Problem-solving skills to diagnose issues and provide effective solutions.

Additional Information

– Flexible working hours may be required to accommodate clients in different time zones.
– Training and ongoing professional development will be provided to enhance your product knowledge and training skills.
– Opportunities for career advancement within Newbook may be available based on performance and company needs.

This role is critical in ensuring a seamless and successful transition for clients from the training phase to full implementation. Followed by offering exceptional customer service, expertise in the product, and effective client management, the Training and Support plays a vital role in enhancing client satisfaction and achieving successful implementations.

Pay Transparency at Storable

At Storable, we believe in the power of transparency to help our employees Do More and Be More. We value our employees and want to ensure equity and fairness in compensation, which is why we make sure to include the salary range or hourly rate in each job posting.

We’re happy to discuss compensation further during the interview process because we believe that open communication leads to better outcomes for everyone. We’re committed to creating an inclusive environment where all employees are valued for their unique skills and contributions.

By applying to work with us, you agree to this pay transparency policy and to the idea that transparency leads to growth, both for individuals and for our company, Storable, as a whole. The range listed below is only representative of base salary. Every role at Storable has a variable incentive. Please talk to your recruiter about the variable pay plan and earning potential for this role.

Position pay range: $55,000—$65,000 USD

All applicants must be currently authorized to work in the United States on a full-time basis.

Location: Primarily REMOTE

– Storable is a fully distributed company, but is currently only registered for employment in certain states. To be eligible for employment, you must reside in the following states: AL, AZ, CA, CO, CT, FL, GA, ID, IA, IL, IN, KS, KY, LA, MA, MD, MI, MN, MO, MS, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY

Most of our roles are remote, while certain positions in Costa Mesa, CA offer hybrid work flexibility. For CA hybrid roles, candidates must be located in or willing to relocate to Costa Mesa, California.

About Us:

At Storable, we believe storage operators should have one partner they can trust to help you get the results they need for their business. That’s why we’ve built the industry’s first fully integrated platform that offers facility management software, facility websites, marketing programs and services, payments, and deeply integrated tenant insurance capabilities all in one solution.

We leverage our platform in combination with our over 25 years of storage industry expertise to help our thousands of storage customers achieve their tenant experience and operational efficiency objectives every single day.

Benefits and Perks:

– Generous health coverage for you and your family, including short- and long-term disability coverage, two-times base salary company-provided life insurance, emergency loans, legal coverage and more.
– 401(k) match after 60 days, 100% vested after 1 year
– Employer contribution to your HSA, plus a HRA to help offset your deductible.
– Engage remotely! Since 2020, we’ve transitioned to a fully remote environment but that doesn’t mean we’re not connected. We continue to run regular contests, trivia games, and virtual happy hours!
– Instant-access and flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy. No waiting to use it or need for accruals.
– Do More, Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in scuba certification classes, travel overseas, and redo their back patio among many other things.
– Company anniversaries, birthdays, weddings, adding children to a family, first-time home buyers and more are celebrated.
– We encourage you to get active in the community by joining one of our offsite volunteer and community service events and by using volunteer PTO time.
– Self-care matters, so we offer the opportunity to take a load-off and enjoy a mental health day outside of your normal PTO time.
– Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers respectively.
– ’Paw’ternity Leave and Pet Bereavement – we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
– Caregiver Leave: four weeks of fully paid time away from work to take care of aging dependents or family members, if needed.
– Monthly home data stipend added directly to your paychecks to help cover the cost of home internet, plus a home office sign-on bonus of $250.
– Comprehensive fertility care to support your journey towards parenthood. From fertility treatments to consultations, we’ve got you covered.
– Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
– We offer financial experts to all our team members to help you make informed decisions and achieve your financial goals.
– We offer break initiatives that promote relaxation, ensuring you can recharge and bring your best self to both work and personal endeavors.
– Early Wage Access with DailyPay, this is an optional benefit that allows you to get your pay any time before payday and easily track how much you’re making.
– Direct Student Loan Payment Program, Storable has partnered with Fidelity to make a contribution directly to your loan servicer, some qualifications and eligibility rules apply.

Don’t check all the boxes? Studies have shown that women and people of color are less likely to apply for a job unless they meet every single qualification, especially in the tech industry. At Storable, we are devoted to strengthening and upholding a diverse, inclusive, and authentic workplace. If you’re excited about this role but your professional background doesn’t perfectly align with the qualifications above, we encourage you to apply. Even if this role isn’t the right match, we would love to have your resume on file for future opportunities!

Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.

Important Notice: Protect Yourself from Fraudulent Activities Targeting Job Seekers

We’ve been made aware of fraudulent activities where an individual or group is pretending to represent Storable, attempting to deceive job seekers by using our company’s good name and stellar reputation.

To protect yourself, please consider the following guidelines:

– Official Communication: All genuine communication from Storable will come from official email addresses, ending in “@storable.com.” Be cautious of any communication that doesn’t match this criteria.
– No Unsolicited Offers: We do not extend job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from Storable or any of its representatives, it’s a red flag.
– Verification: If you’re uncertain about the legitimacy of any job offer or communication claiming to be from Storable, please directly contact our HR department directly at POps@storable.com for verification.

Your security and trust are paramount to us. If you suspect you’ve been contacted by someone falsely claiming to be from Storable or using our company’s name for any dubious purpose, please immediately report the incident to POps@storable.com

We’re committed to ensuring a transparent and secure hiring process.

Thank you for your vigilance and interest in joining our team.