Under the general supervision of the Business & Customer Support Services Coordinator of the Community Development and Recreation Services Division, the Customer Support & System Trainer is responsible for internal and external customer support, user training, and functional testing. As a super user of the Community Services registration system, the Customer Support & System Trainer is the point of contact for internal users requiring assistance to complete tasks or transactions and helps users mitigate potential issues. Where issues arise that the Customer Support & System Trainer cannot help, they will consult with the supervisor and/or contact IT/IS Support, or create a case with the system vendor, or do both.
A significant portion of the position is dedicated to selecting training materials and facilitate learning through a variety of delivery methods such as conducting classroom instruction, virtual training or on the job coaching. Additionally, the super user will conduct system/program related analysis and research, perform user acceptance testing, test cases, record results and update approved scripts. The super user is an administrator for creating user profiles and editing system permissions as required. Given the position interacts with the business and customers daily, the Customer Support & System Trainer will assist with documenting business processes and provide recommendations for continuous improvement, and other duties as assigned.
As the Customer Support & Systems Trainer you will:
Your education and qualifications include:
Conditions of employment:
CORE COMPETENCIES for ALL EMPLOYEES OF THE CITY OF WINNIPEG: