[Hiring] Training & Support Consultant @Storable

Role Description

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. 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.

Key Responsibilities

• Client Support
  • Troubleshoot technical problems customers encounter, guiding them through step-by-step 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.
  • Strive to achieve customer satisfaction metrics and contribute to improving customer experience.
  • Maintain Customer Support satisfaction scores as per KPI targets.
  • Utilise AI-assisted tools and technologies to improve response efficiency and overall client support outcomes.
• 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," ensuring importing and setup requirements are met.
  • Provide guidance and support to clients during the transition to live operations.
• Self-Leadership
  • Continuously update your knowledge and skills related to the company's offerings and industry trends.
  • Take the initiative to identify areas for improvement in the client training process.
• Documentation and System Management
  • Maintain and log detailed records of client training sessions, progress, and feedback in CRM.
  • Create training reports and summaries for management and clients.
  • Contribute to the continuous improvement of processes, workflows, and support resources through automation and AI-enabled solutions.

Qualifications

• 1-3+ years experience in customer support, technical support, SaaS operations, or similar customer-facing software environments.
• Strong working knowledge of PMS, reservation, or operational SaaS platforms.
• Demonstrated ability to independently resolve complex Tier 2 and Tier 3 support issues.
• Proven ability to consistently meet or exceed KPIs and performance expectations.
• Experience delivering customer training or enablement, including webinars and onboarding.
• Strong communication, stakeholder management, mentoring, and an ownership mindset.
• Demonstrated commitment to teamwork, continuous learning, accountability, and operational excellence.

Measures of Success

• Achievement of training & support KPI targets.
• High client satisfaction and positive training feedback.
• Successful onboarding and live day outcomes for clients.
• Reduction in escalations and repeat support issues through effective troubleshooting and education.
• Effective adoption and utilisation of AI tools and process improvements.
• Contribution to team collaboration, operational efficiency, and continuous improvement initiatives.

Critical Competencies

• Customer-first mindset with strong relationship-building skills.
• Excellent verbal and written communication skills.
• Strong technical troubleshooting and problem-solving capability.
• Ability to deliver engaging and effective training sessions.
• Adaptability and willingness to embrace new technologies.
• Strong organisational skills and attention to detail.
• Empathy, patience, and professionalism when handling client issues.
• Ability to manage competing priorities in a fast-paced environment.
• Collaborative team player with a proactive approach to continuous improvement.

Benefits

• Competitive salary + Super
• 4 weeks of leave, accrued throughout the year
• Be More – company rewards and recognition that can be redeemed for personalized gifts and experiences.
• 8 hours of Volunteer Time Off each year.
• 8 hours of Rest, Relax, Recharge time to care for your mental health.
• Access a range of mental well-being resources for yourself and your dependents.
• Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
• Paw'ternity Leave and Pet Bereavement policies.
• Caregiver Leave: four weeks of fully paid time away from work.
• Fertility care support options.
• Access to financial experts to help you make informed decisions.