Training Consultant at Watershed Consulting

• To deliver high quality training interventions, to facilitate the optimal use of products, across clients and locations. 

The role

Training Design and Delivery

• Conduct an in-depth needs analysis to gain an understanding of the client’s business operation to accurately identify the client’s requirements.
• The design and development of quality training material that close the client’s needs gap to ensure that the content and delivery reflect the appropriate outcomes to meet the client’s requirements.
• The professional planning and delivery of appropriate, professional training interventions facilitated to address the client’s skills gaps.
• The effective evaluation of training delivered to assess the degree to which the client’s skills gap have been addressed, and detailed record keeping of training initiatives.
• Keeping abreast with changes and updates to company's product and services; and of training methodologies.
• Collaborates with other departments to resolve problems, facilitate solutions and enhance customer service delivery.

Customer Telephonic Support

• Provide a timely response to all Client Support Incidents (CSI) and alerts.
• Provide first line technical support to clients via telephone and/or email correspondence/other communication applications i.e. TeamViewer to resolve CSI raised.
• Ensure all CSI are logged on the relevant system with full detail.
• Perform basic root cause analysis through unpacking CSI’s logged and systems testing.
• Effectively refer CSI’s to the relevant technical team with, all the relevant detail so that the client does not have to repeat themselves.
• Document all remedial actions taken in accordance with the service level agreement (SLA).
• Notify clients of issues identified and remediation status on a continuous basis until the incident is closed out.
• Communicate and support clients on the software development changes made to products.

The profile 

• A relevant qualification would be an advantage – Training, IT.
• Proficiency in Microsoft Office, with an aptitude to learn new software and systems.
• Grade 12.
• Proficient in the English language.
• Good command of Tsonga and Venda is essential.
• Knowledge of software applications & development (front and back-end basics).
• Ability to travel locally on a regular basis, and within the African continent occasionally.
• Solid track record of training within and IT environment

Someone who demonstrates

• Self-directed and can work independently.
• Places emphasis on the quality of their work.
• Holds themselves accountable for delivery and can work to deadlines.
• A team-player who collaborates to get things done.

Travel required

• Extensive local (across SA) travel required.