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CRM Specialist
About Commtouch

Past Employment

Property Management
Estate Keeper, Chateau Mijoba
Residential Property Management Community Manager PPA
Residential Property Management Assistant Manager, Leasing  HVA
Online Technical Account Manager
Massage Therapy Clinical Therapist
Telecom Products Sales Executive
ASP Support Client Services
Inquiry Center CRM Specialist
Call Center Design Engineer
Help Desk Desktop Support
Call Center Client Communications Hospitality Reservations Manager
Sales Special Orders
Retail Commercial Ast Manager

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About Commtouch

CRM Specialist

Design Engineer

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Past Employment


Recruiting Account Manager
Massage Therapy Clinical Therapist
Telecom Products Sales Executive
ASP Support Client Services
Inquiry Center CRM Specialist
Call Center Design Engineer
Help Desk Desktop Support
Call Center Client Communications Hospitality Reservations Manager
Sales Special Orders
Retail Commercial Ast Manager

 

 

 

 

 

 

 

 

 

My Written Opinion on E-Support

Enduser Training

Customer Centricity

Multiple Channels Interaction

Decisions For Call Centers

Customer Support Management

Customer Support Manager

Best Practices for Call Centers

Automated Customer Care

Senior Technical Support Engineer
Specialized Job Skills

Job Specialty: Customer Relationship Management Specialist & Support Services Trainer
Department: Technical and Customer Support Services
Reports To:  Senior Director, Support Services

SPECIALIZATION  SUMMARY

Creates internal company web pages and documentation including graphics, animation, and functionality. Performs development and maintenance programming for Intranet pages and the Intranet site. Assists in the planning of overall company strategy involving Intranet usage. Designs and develops sales training seminars, programs and courses, and evaluates the effectiveness of the training.

Directly affects all levels of support services by training or developing existing staffs skills . Thorough understanding of all levels of support and customer service. Continual re-evaluation of the support structure to optimize productivity of agents and support queues.

HOURS OF WORK
including days and hours of work.

Monday through Friday 4:00am - 2:00pm (Overtime, Saturday, Sunday hours and 24 hour on call as required - Salaried Position) Regular attendance is an essential function of this job.

ESSENTIAL DUTIES & RESPONSIBILITIES
include the following. Other duties may be assigned.

  • Performs overall administration of Intranet site at a company-wide level, including programming, maintenance, technical support, documentation, and administration of the internal site.
  • Makes hardware and/or software purchasing recommendations or decision regarding web development.
  • Designs, develops, and delivers classroom and e-learning courses, which effectively accomplish organizational strategic objectives and mirror corporate values.
  • Works closely with the Sales Department, Corporate Infrastructure, and Product Marketing directors to ensure the Technical Support training program is accurately defining the current product deliverables and future product developments.
  • Develops learning objectives, which effectively describe outcomes of training. Provides training input and guidance to the sales departments as well as other departments and functional areas.
  • Evaluates training programs and courses in an effort to identify how individual development needs are being met, and makes recommendations for ongoing requirements of training program.
  • Coordinates training schedules and facilities to conduct training seminars, programs and courses.


SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities. This qualification may change depending on training department growth.


QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required of a successful candidate.

Develops a comprehensive knowledge of all company products including product composition, package directions, product usage, and performance variables. Develops a comprehensive knowledge of all company sales and support production software applications. Develops a comprehensive knowledge of all company procedures.

EDUCATION and/or EXPERIENCE

Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience. Comprehensive knowledge and proficient use of the Microsoft Word, Excel, PowerPoint, Front Page, and Flash are necessary. Requires knowledge of commercial intranet/web tools and protocols. Experience selling in an inbound or outbound call center, a plus.

LANGUAGE SKILLS

Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, course curriculum and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, and customers.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear. The employee must frequently lift and/or move up to 25 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

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