Customer Support and Training Coordinator

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We are seeking a highly energetic and motivated Customer Service and Training Coordinator to play a crucial role in ensuring our field service customers have a positive experience and are empowered to maximize the value of DREAM Field Service Software. This multifaceted position involves providing exceptional customer support, developing and delivering engaging training programs (both in-person and virtual), and creating compelling video tutorials and training materials focused on the unique needs of field service professionals. The ideal candidate will possess strong communication and presentation skills, understanding of technology, especially software solutions, a passion for helping others, proficiency in video editing, and the ability to thrive in a fast-paced environment within the field service technology space.

Responsibilities:

• Customer Support (Field Service Focus):
• Serve as a primary point of contact for field service customer inquiries via phone, email, and other support channels.
• Troubleshoot and resolve customer issues related to field service software in a timely and effective manner.
• Escalate complex field service-specific issues to the appropriate internal teams while maintaining ownership of the customer experience.
• Document customer interactions and solutions accurately in our support system, with a focus on field service workflows.
• Gather customer feedback specific to their field service usage and contribute to the ongoing improvement of our software and support processes.
• Training Program Development and Delivery (Field Service Focus):
• Design, develop, and deliver engaging training programs for new and existing field service users, both in-person (potentially to audiences of 30-40 people, including field technicians and office staff) and via webinars/virtual sessions.
• Create comprehensive training materials tailored to field service workflows, including presentations, guides, and knowledge base articles relevant to scheduling, dispatch, mobile access, etc.
• Tailor training content to different field service user roles (e.g., administrators, dispatchers, technicians).
• Maintain up-to-date knowledge of DREAM Field Service Software's features and updates relevant to field service operations.
• Conduct needs assessments to identify training gaps and opportunities within field service teams.
• Video Content Creation and Editing (Field Service Focus):
• Plan, script, record, and edit high-quality video tutorials, product demonstrations, and training modules specifically showcasing how DREAM Field Service Software addresses the challenges and opportunities within the field service industry.
• Ensure video content is clear, concise, visually appealing, and aligned with our brand guidelines, using real-world field service scenarios.
• Manage and organize our video library for easy access by field service customers and internal teams.
• Stay up-to-date with the latest video editing techniques and software.
• General Responsibilities:
• Collaborate effectively with sales, marketing, and product development teams, providing insights into the needs of field service customers.
• Contribute to the development of FAQs and other self-service resources relevant to field service use cases.
• Track training participation and gather feedback for continuous improvement, with a focus on impact on field service operations.
• Participate in internal meetings and provide updates on customer support and training initiatives related to the field service sector.

Qualifications:

• Proven experience in customer service and/or training roles, preferably within the software or SaaS industry, ideally with exposure to or understanding of the field service industry .
• Demonstrated ability to present effectively to both small and large groups (30-40+ audience members), with the ability to connect with individuals from various roles within field service organizations.
• Proficiency in video editing software (e.g., Adobe Premiere Pro, Final Cut Pro, Camtasia) and video production principles.
• High energy, enthusiasm, and a positive attitude, with the ability to motivate and engage learners.
• Excellent verbal and written communication skills, with the ability to explain software concepts clearly to individuals with varying levels of technical expertise in the field service context.
• Strong problem-solving and analytical abilities, particularly in diagnosing and resolving issues related to field service software usage.
• Exceptional organizational and time-management skills.
• Ability to work independently and as part of a collaborative team.
• Familiarity with field service management software is a significant advantage .
• Bachelor's degree in a related field (e.g., Communications, Education, Business) is preferred but not required with relevant experience.

Skills:

• Customer Service (Field Service Software)
• Training Delivery (In-Person & Virtual - Field Service Context)
• Presentation Skills (to large audiences with diverse field service backgrounds)
• Video Editing & Production (Field Service Use Cases)
• Curriculum Development (Field Service Training)
• Communication (Written & Verbal - Tailored to Field Service Professionals)
• Problem-Solving (Field Service Software Related)
• Time Management
• Organization
• Interpersonal Skills
• SaaS Knowledge
• Field Service Management Software Knowledge (Strongly Preferred)

Job Type: Full-time

Pay: $18.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Paid time off

Shift:

• 8 hour shift
• Day shift

Ability to Commute:

• San Antonio, TX 78216 (Preferred)

Ability to Relocate:

• San Antonio, TX 78216: Relocate before starting work (Preferred)

Work Location: In person