Support Training Specialist

Why is this role important to Field Nation?

Access to the right information at the right time is critical to success for our growing company and the teams who support our customers. This position will play a critical role in developing relevant and substantive content and will be leveraged by our Field Nation users and internal employees to enhance our customer’s overall experience with Field Nation. This role will be responsible for maintaining high performing Field Nation team members by assessing and providing ongoing training while identifying and formulating long term quality improvement and internal process strategies. Documenting of internal processes and best practices will enable our growth and successful scaling into new areas of business. This position offers the chance to work in a fast-paced, startup environment where new ideas are encouraged and collaboration is a must. This position is located in Minneapolis, MN and will report to the VP of Customer Success.

What you’ll do:

  • Develop new hire training, new processes/product rollouts as well as continuing education and professional growth courses for our customer support team
  • Work both independently and in a team atmosphere to research new releases, including interviewing other Field Nation staff, to create clear, detailed, easily understandable documentation and e-learning resources for all products delivered according to project deadlines
  • Strategize to build out and maintain a curriculum of training and information resources in a variety of mediums to enable the customer support team to decrease resolution time and overall number of support tickets while increasing CSAT score and resolution percentage
  • Conduct training and documentation needs assessment across different functions and teams
  • Review and analyze internal processes and training results to recommend areas for improvement and efficiency
  • Develop materials to proactively serve customers and to reduce the number and length of customer service calls
  • Designs and creates supplemental resources, including online tutorials, quick reference cards, job aids, staff knowledge base articles, etc
  • Develop strong relationships with key internal/external stakeholders both inside and outside Minneapolis office (including international)
  • Maintain Field Nation Support Site so that user’s self-service access contains up-to-date information in an easy-to-follow format
  • Participate in cross-functional and inter-departmental team meetings
  • Assist in building out career development resources for support team

What you’ll need:

  • 2-5 years of experience in technical training or documentation or related experience
  • Demonstrated ability to learn new tools and software efficiently
  • Excellent written communication skills and experience presenting to various sized groups
  • Excellent interpersonal communication skills, attention to detail and strong organizational skills
  • Driven self-starter that takes pride in exceeding expectations and connecting the dots for others
  • Demonstrated time management skills
  • Very high-level attention to detail
  • Ability to thrive in a fast-paced, high-growth technical environment
  • Ability to multi-task and prioritize projects based on deadlines
  • Experience in training, support, or customer call center environments
  • Bachelor’s Degree; English, Communications, or Computer Science degree preferred
  • Excellent technical writing skills
  • Experience at a technology company preferred
  • Knowledge of a Field Service Marketplace a plus

Why Field Nation

At Field Nation we are breaking the barriers to work. We’re a tech company that offers a web-based marketplace solution for buyers and sellers of contract services to simply connect, work, and manage their business. We look for collaborators, innovators, and problem solvers to join us in our common purpose of changing the way work gets done. We were named a 2017 Top 150 Workplace by the Star Tribune and we look to hire extraordinary people and provide them extraordinary benefits.

A snapshot of our perks and benefits:

  • Unlimited/Flexible paid time off
  • Annual vacation bonus – yes, we’ll pay you a bonus to take paid time off!
  • Individualized growth and development plans to help you develop a deeper skillset and wider responsibility in your career
  • Exposure to and experience with cutting edge technologies to solve meaningful problems in an entrepreneurial, startup environment
  • Company paid short-term and long-term disability and life insurance
  • Medical, dental, and vision benefits with HSA option (to include a competitive employer contribution)
  • Paid parental leave pay available
  • Monthly birthday/anniversary celebrations with everything from a nacho bar to a build your own waffle station
  • Great work/life balance with a flexible, come-as-you-are environment
  • Competitive 401k employer match and vesting schedule
  • Open office space with tons of natural light in beautiful downtown Minneapolis, connected to the Minneapolis skyway system, close to public transportation hubs, and many popular food options.

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