Client Support & Training Specialist

Do you enjoy problem-solving and teaching others? Do you get satisfaction when you see improvements in those you are supporting? Are you interested in helping senior adults (ages 62-100) achieve greater skills in technology, increase their breadth of communication, and improve their health & well-being? If so, we’re looking for an enthusiastic member for our Client Success team.

About Wellzesta

Wellzesta offers health and wellness technology solutions that combat social isolation, nurture sales, and reduce employee turnover in eldercare. Our products are offered as a software service (B2B SaaS) to senior living communities.  Wellzesta’s engagement software for senior living increases operational efficiency by 10x  through resident self-service, automation and workflows, so that communities can promote resident well-being and grow.

At Wellzesta, we believe that when people are healthy---emotionally stable, physically strong, spiritually grounded, and socially connected---they are more likely to realize their life’s purpose. We provide software platforms that give seniors (persons 65 ) and caregivers that opportunity. Be part of a fast-paced, growing software company with a culture that embraces the highest quality work, collaboration, use of technical communication tools, creativity, and focus on whole-person wellness. 

Location

Remote (Wellzesta is headquartered in Greenville, SC)

Job Summary

Wellzesta is looking for a full-time Implementation & Support Specialist to perform technical training and customer support.  

Specific Responsibilities

As Implementation & Support Specialist, your primary responsibilities are to carry out implementation of Wellzesta products for new clients and provide customer support to promote adoption of Wellzesta products.

Specific responsibilities related to implementation include:

• Training staff on the use of our products based on individual customer goals
• Training end users (senior adults) on the use of the products
• Setting up customer instances according to customer needs, including accounts and access configurations, integrations, and relevant hardware
• Updating training materials

Specific responsibilities related to customer support include:

• Triaging support tickets
• Providing education, problem-solving, and troubleshooting for reported questions and issues
• Identifying and escalating software bugs and feature requests
• Preparing communications and digital media that explain new product features 

Key indicators performance include:

• Client implementation satisfaction scores
• Support satisfaction scores
• Response time for support tickets

Education and Experience

• Bachelor’s Degree.
• Demonstrated ability to teach.
• Comfortable speaking to medium-sized audiences (~25 people) both virtually and in person.
• Ability to use e-Learning strategies, creative software (Canva), modern digital tooling (Slack, Google Workspace, Notion, Zoom), ZenDesk ticketing software, CRM software (HubSpot)
• Experience with technical training, IT, software development, customer support, etc. 
• Consistently demonstrates clear and concise written and verbal communication skills.

Travel Required

Up to twice per month to a community in the USA to perform customer training. You will have at least 6 weeks of lead time per travel occurrence to make arrangements.

Our culture

As a company in the business of wellness, we strive for a wellness-oriented culture.  We desire for employees to have a healthy work-life balance, offering a flexible work schedule, with holidays and time off for vacation and self-care.  Friday afternoons are quiet. Our team is spread out around the world:  we are in SC, AL, NM, and Brazil. Therefore, we rely heavily on Slack and Zoom to communicate. 

Our values are agility, ownership, empathy, and trust.  We are a data driven company, and we have a data-driven culture. We do things because we believe they will lead to desired outcomes. Did the desired outcome occur (yes, no)? If not, then refine the approach. In this way we constantly evolve. This makes us fresh and relevant. People that are always striving to “be better” tend to thrive at Wellzesta.

Compensation

Starts at $60,000/year bonuses based on implementation CSAT benefits

Benefits

• Health Reimbursement Arrangement - reimbursement for insurance premiums and qualified medical expenses
• Healthcare FSA and Dependent Care FSA 
• 401K 
• “Unlimited” PTO
• Company laptop