NER Software Support Coach

Responsibilities

The Software Coach assists in the technical development of analysts by coaching on new products or providing refresher training, using a variety of methods such as lab session and on-the-job training. Responds to user calls for support via phone, e-mail, and fax. Generates and reviews technical questions to continuously assess team skills.

Main Objectives

Identify a specific need for new product training and conduct coaching sessions.

Identify and prepare regular listing of improvement priorities. These can be either technical or procedural and will be used as the basis for coaching/mentoring sessions.

Provide mentoring to analysts on a “one to one” basis on a theoretical and/or practical basis in lab-sessions to improve the analysts’ level of technical or procedural knowledge.

Keep up to date with customer needs by taking customer calls as business needs require.

A suitable candidate would have at least 1 - 3 years experience in troubleshooting in a technical environment and a broad technical knowledge in technical areas