Customer Support Training Specialist II

Overview

Employment in this role is conditional upon successful execution of the contract by the client

The Work

The Customer Support Training Specialist II is responsible for assisting and supporting curriculum maintenance and the proper archiving of curricula in SharePoint. This role works closely with program offices, Subject Matter Experts, instructors and Instructional Systems Designers to support the maintenance and updates of lessons plans, student materials, and instructional media. This role works in close guidance of the Program Office.

This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

Key Responsibilities

• Processes customer service requests for updating course materials and updates Master Change Records in a timely manner
• Ensures proper naming conventions are followed for all curriculum related materials using Share Point
• Archives curriculum and maintains tracking logs on SharePoint or other designated sources to ensure the currency of course materials
• Assists in providing quality control checks on lessons and all supporting material that have been updated
• Actively monitors and maintains the customer service mailbox
• Coordinates all change requests to existing curriculum materials with Instructional Systems Designers (e.g. lesson plans, presentations, student and instructor guides, and handouts)
• Coordinates all requests to change Training Course Control Documents (course development documents) with Instructional Systems Designers, Distributed Learning Designers and the relevant program office
• Develops and maintains strong training-related relationships with program representatives
• Provides weekly updates of course activities to the Curriculum Manager
• This role requires infrequent supervision and is expected to work independently according to established policies and accepted practice.
• Other duties as assigned.

Qualifications – Here’s What You Need

The qualifications and skills listed below are intended to provide a general overview of the requirements for this position. However, due to the anticipated nature of the contract and the absence of a finalized task order from the client, this list should not be considered all-encompassing. Additional qualifications, certifications, skills, or experience specific to the client’s requirements may be identified and requested upon award of the task order.

Candidates should demonstrate flexibility and a willingness to adapt to evolving responsibilities as outlined by the client.

• Associate’s degree, preferably in education, instructional design, or a related subject, together with three years (3) of relevant work experience, preferably in a training environment.
• Must be familiar with standard concepts and practices in a training environment
• Understanding of the Instructional Systems Design Model.
• Must possess basic knowledge of and experience with office and administrative functions, practices and procedures.
• Secret Clearnce is required.
• Due to the nature of work at the client’s site, U.S. Citizenship is required.
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum

Skills:

• Excellent writing, proofreading and organizational skills
• Must possess excellent written and spoken command of the English language
• Must be proficient in the use of Microsoft applications (MS Word, PowerPoint and Excel)
• Must be proficient in the use of Share Point
• Ability to work with minimal supervision.

Our Commitment to you / overview of benefits

• SCA Health & Welfare fringe benefits.
• Telemedicine
• Dental & Vision
• EAP
• Basic Life and AD&D Insurance (Company Provided)
• Voluntary Life and AD&D options
• 401(k) Retirement Savings Plan with matching after one year
• Paid Time Off

Reports to:
Program Manager

Working Conditions

• Professional office environment, with the ability to work onsite in the main office.
• Must be physically and mentally able to perform duties extended periods of time.
• Ability to use…