AUD Talent

System Support Specialist

US
1 week ago
Job System ID
2017-5315

Overview

The OneRetail System Specialist provides education/training and best-in-class, high intensity support to the OneRetail nation-wide employee base. When performing the training role, the System Specialist is responsible for analyzing, designing, delivering, implementing and evaluating training events and their materials. They also participate in the administration, coordination and scheduling of all training and support events based on organizational and employee needs, ensuring field employees have thorough knowledge of the OneRetail System and can manage and confidently handle all system interactions. The support activities revolve around the OneRetail System, other integrated applications, processes and products with the incorporation of our “All the Right Things” process and world class practices. The System Specialist is also the liaison between the field and their corporate partners supporting the OneRetail Enterprise and its programs.

Responsibilities

Create training plans and design, develop, and deploy, training events and the supporting materials.

  • Clarify local training requirements using needs assessments.
  • Conduct classroom style workshops for field staff.
  • Deliver training and other supporting presentations to field staff via webinars.
  • Build rapport with customers throughout the field.
  • Ensure adequate system requirements and system access for clinics and their personnel.
  • Lead and support on-site Go-Live activities.
  • Provide ongoing support during Hyper-Care period and post-implementation, according to OneRetail support model.
  • Assume role of liaison for all internal and external communications for users of the OneRetail Systems.
  • Continuously enhance technical instructional delivery.
  • Contribute to the SIT team supporting the mission and all its goals, projects and action plans.

 

  • Consider customer’s needs and desired outcome while providing the best possible resolution to issues, and shift priorities as needed to resolve or escalate all support interactions.
  • Represent the OneRetail System and its business group as a leader in a professional and positive manner at all times.
  • Troubleshoot, research, utilize all available resources, apply sound judgment, and interpret policy when supplying field solutions and communications.
  • Succeed in other duties and projects as assigned by OneRetail leadership, pertaining to the OneRetail System, its training, implementation as well as other mission critical projects.

Qualifications

Bachelor's degree in business or education and five years of relevant work experience, or a combination of education and relevant on the job experience.

  • Must have demonstrated qualifications in training and development and/or related industry/business processes.
  • At least two years of experience in a corporate or business setting, preferable in a training or technical support role.

 

  • Demonstrated leadership skills. Inspiring interpersonal effectiveness to train personnel and effect change.
  • Extensive knowledge and skills using Microsoft Office products.
  • Detail oriented organization skills with clear, articulate communication skills, both verbal and written.
  • Demonstrated flexibility and successful integration with high-change environments and new business applications that matches the pace of our continually progressing business and department.
  • Previous customer care/service required; relevant hearing product, healthcare, and medical billing/insurance process understanding a strong plus or a must learn.
  • Demonstrated skills in analytical - critical thinking and problem solving.
  • Willingness to learn and set personal goals to increase one’s capabilities.
  • Versatility to work independently or collaboratively with staff and support services.
  • Punctual and efficient with flexibility in scheduling when necessary.
  • Travel up to 50% of the time to national/regional clinic sites and training locations for systems installations, training events and other related activities.

M/F/D/V

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