Protenus | Training Specialist - Technical.ly

Training Specialist

Protenus |  Baltimore | Other

Job Description
Perks + Benefits
Company Culture
Technical.ly Coverage

Protenus is looking for a Training Specialist dedicated to customer satisfaction to join the Customer Support team. Reporting to the Director of Customer Success and based in our Baltimore headquarters, the Training Specialist will be responsible for Tier 1 customer support (phone, email, and web), managing product documentation in the Protenus Help Center, and creating educational content on the Protenus platform. While this role is primarily customer-focused, there will also be ongoing opportunities to conduct internal product training for Protenus staff.

You’ll be working to build a culture of world-class support by helping the team build customer loyalty and maintain long-term adoption and engagement. This is a great role for someone who enjoys interacting and sharing knowledge with customers. The Training Specialist role requires a mix of strong written and verbal communication skills and an interest in technical concepts and user experience. This is the ideal role for an early to mid-career professional with clear, concise writing skills who understands how to build trust and cultivate strong relationships while also managing help desk tickets and communicating complex technical concepts via product documentation and training materials. 

 

Responsibilities

  • Manage training projects for the Protenus platform to include content and resources customized to meet the unique needs of customers using Privacy and/or Diversion modules includes contributing to the design, development, delivery, evaluation, and continuous improvement of educational content for customers (formats include Zendesk articles, standard document types such as PDFs/PPTs, short videos, and outlines/talk tracks for classroom-style instruction).
  • Deliver training packages that support the strategic initiatives of Protenus related to customer satisfaction, loyalty, and advocacy.
  • Publish and ongoing maintenance of the Protenus training library in Zendesk.
  • Collaborate with Customer Success Managers with ongoing customer training and upgrade/functionality enhancement training.
  • Maintain super user proficiency on the Protenus platform.
  • Assess and synchronize customer-focused training needs across the company and develop internal training products to effectively meet the needs of a diverse organization.
  • Conduct internal Protenus staff training for onboarding new customer-facing staff and upgrade/functionality enhancement training.
  • Participate in training-related performance improvement initiatives (both internal and external) and with maintaining training metrics.
  • Provide direct, technical customer support following go-live via the Protenus Help Desk (powered by Zendesk) in accordance with Service Level Agreements (SLAs). Escalate issues to leadership or relevant departments as necessary.
  • Log problems, issues and requests when appropriate. Collect data from customers to aid problem determination/resolution. Provide on-going follow up to customers throughout the support process until the resolution of issues.
  • Contribute to an internal knowledge base of common issues and solutions.
  • Regularly review release notes to keep all Zendesk articles up-to-date with the latest product release information.

 

Key Qualifications, Skills, Competencies 

  • Bachelor’s degree.
  • 2-5 years of experience in a relevant training delivery role such as customer service/support, learning and development support, or technical writing support.
  • Excellent customer service skills and the ability to work with all levels within the organization.
  • Effective verbal and written communication skills are absolutely necessary. We are looking for a skilled writer who can write quickly yet produce high quality content. Writing must be professional, polished, and succinct.
  • Knowledge of both Apple and Microsoft word processing products (ex: Pages/Word, Numbers/Excel, Keynote/PowerPoint).
  • Ability to explain complex technical issues to both technical and non-technical customers are required.
  • Self-motivated, highly organized and detail-oriented.
  • Demonstrated ability to be adaptable and flexible based on changing business and training environment needs.
  • Ability to work in a team-oriented environment by developing effective working relationships and maintaining excellent communication with other team members.
  • Excellent organization skills with demonstrated confidence and creativity.
  • Baseline technical understanding to differentiate between common vs. critical system issues before escalating to higher tiers of support.
  • Ability to think creatively about ways to solve customer problems and increase the level of customer satisfaction over time.
  • A strong interest in Health IT & Cyber Security.

Nice to have:

    • Bachelor’s degree in a technical, engineering or quantitative background
    • Experience with various workflow tools:  JIRA, Confluence, Google Apps, Zendesk, SnagIt and Camtasia
    • Familiarity with agile/scrum methodology
    • Past experience in Health IT and/or Cyber Security
    • Past experience at a SaaS company

The Protenus healthcare compliance analytics platform uses artificial intelligence to audit every access to patient records for the nation’s leading health systems. Providing healthcare leaders full insight into how health data is being used, and alerting privacy, security and compliance teams to inappropriate activity, Protenus helps our partner hospitals make decisions about how to better protect their data, their patients, and their institutions. This year, Protenus was named one of The Best Places to Work in Healthcare by Modern Healthcare and one of the Best Places to Work in Baltimore by the Baltimore Business Journal.

 

We value diversity on our team and firmly believe Protenus is stronger when we hire people who make their own unique contributions to our culture. We welcome all applicants and encourage candidates from underrepresented backgrounds to apply. Join our team to see how you can learn and grow with us.

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Health & Wellness Benefits
  • Dental
  • Disability Insurance
  • Health Insurance
  • Life Insurance
  • Vision
Other
  • Remote Work
  • Travel
  • Work from Home
Parental Benefits
  • Family Medical Leave
  • Flexible Work Schedule
  • Generous Parental Leave
  • Mother Rooms
Perks & Discounts
  • Casual Dress
  • Snacks
Professional Development
  • Online Trainings
Retirement & Stock Options Benefits
  • 401K
  • Company Equity
Vacation & Time Off Benefits
  • Generous PTO
  • Paid Holidays
  • Paid Sick Days

Protenus is a Baltimore-based data analytics company helping healthcare organizations protect patients by detecting and preventing data breaches, privacy violations and other anomalous insider activity. We use artificial intelligence to understand the unique clinical behavior and context of each person accessing patient data to determine the appropriateness of every action, elevating only true threats to privacy and security for human review. The nation’s leading health systems use the Protenus SaaS analytics platform to identify and prevent anomalous insider behavior, safeguarding their data, reducing overall risk, protecting patients, and building trust across their organizations.

 

This year, Protenus was named one of The Best Places to Work in Healthcare by Modern Healthcare and one of the Best Places to Work in Baltimore by the Baltimore Business Journal.

We value diversity on our team and firmly believe Protenus is stronger when we hire people who make their own unique contributions to our culture. We welcome all applicants and encourage candidates from underrepresented backgrounds to apply. Join our team to see how you can learn and grow with us.

 

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