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Training & Product Support Manager

Company: TaxSlayer
Location: Augusta
Posted on: May 15, 2022

Job Description:

Job DescriptionTraining & Product Support ManagerThis position is responsible for conducting various methods of training as well as to oversee and maintain the product Support and Issues backlog of bugs and enhancements. Training will include onsite, online (virtual), and one-on-one training sessions. The trainer will design, develop, deliver, and evaluate various training programs. The preferred candidate will have knowledge of instructional design and Learning Management Systems. The Trainer will work with the Customer Support team to train new employees on all versions of TaxSlayer software. Engage with customers via Social Media and internal programs to create product and respond to inquiries.ESSENTIAL FUNCTIONSü Design, plan, create, and produce professional training programs and support materials (manuals, job aids, webinars, coursework, and computer-based interactive training modules) catered towards classroom and online/virtual environmentsü Conduct small/large group training sessions onsite, virtually, or one-on-one as neededü Present information using a variety of instructional techniques or formats, simulations, team exercises, group discussions, or lecturesü Analyze and evaluate methods of training delivery; investigate available training options to determine the most cost-effective alternativesü Oversee the training administration process and identify opportunities for automation to improve efficienciesü Monitor agent performance and work with team to provide agent feedbackü Work with the TaxSlayer Customer Support Management team to determine current and future training needsü Assist Social Media team with inquiries/comments; reporting escalated customer content to Director for discussion prior to respondingü Work with Tax Services Manager in growing our YouTube presence for Self-help and other contentü Adding Learn Mores to programü Working to create Help Videos in programü Reviewing/suggesting other avenues we can take with technology to grow our presence; build brand awareness; support our users and retain our customersü Work with Tax Services Manager to proof customer facing documents in program for accuracy (T&Cs, RT agreements, etc.)ü Responsible for leading the team with testing, tracking, and submission of bugs, validations, enhancements and other data as needed to ensure product is functioning accurately in its current capacity and with updatesü Works with Director and Product Owner to provide updates and feedback on our program to ensure we are properly handling calculations and information within the program.ü Manages the backlog and represents Consumer in the Dev/Product/UX space regarding issues and enhancements ü Assist with Support and other duties as required Perform all other duties as assigned. KNOWLEDGE, SKILLS, AND ABILITIESKnowledge of tax preparation and software development, or ability to learn them with ease.Ability to research state and federal tax law and how our program should address.Ability to create and manage web -based trainingAbility to learn and adapt to software; Computer literate.Superior writing skills, including the ability to write concise, creative, engaging, and effective instructional materials free of grammatical and spelling errors.Ability to multi-task and work in a fast-paced environment.Ability to learn to adapt to a Call Center environment and learn its processes. EDUCATION AND EXPERIENCEBachelor's degree preferable -Minimum of 2-3 years of training experience preferredTechnical and/or software training experience is preferred CERTIFICATIONSNone. PHYSICAL WORKING CONDITIONSAbility to meet attendance requirements.Ability to read, write, and communicate the English language.

Keywords: TaxSlayer, Augusta , Training & Product Support Manager, Executive , Augusta, Georgia

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