Stuller, Inc.

Model Support & Education

US-LA-Lafayette
3 months ago
Req No.
2017-5930
Type
Full-Time
Category
Other
Work Hours
8:30-5:00

Overview

Provide software/model support to users with a focus on creating custom training content for premium (paid) support customers. Troubleshoot and resolve uncommon software issues. Assist with Tier 1 support when necessary.  Train customers on Gemvision software, via recorded training/support videos, live webinars and in-person training.

Qualifications

Minimum Qualifications:

  • Computer literacy — ability to navigate Windows and solve problems that may arise from software incompatibilities or other indeterminate factors
  • Problem solving — identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality
  • Strong Oral communication — speaks clearly and pleasantly
  • Strong Written communication — edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information
  • Planning/organizing — prioritizes and plans work activities and uses time efficiently
  • Quality control — demonstrates accuracy, thoroughness, and monitors own work to ensure quality
  • Adaptability — adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events

 

Preferred Qualifications:

  • Experience in the jewelry industry sales,design, manufacturing
  • Customer Technical Support experience
  • Adult/Secondary education experience
  • Instructional Design

Prefered Software experience:

  • Rhino, Matrix, Rhinogold, CounterSketch Studio other 3D Design software.
  • Adobe Creative Cloud experience a plus
  • Articulate, Madcap Flare, SalesForce

Responsibilities

Support

  • Provide technical support on Gemvision software products via email, phone and chat.
  • When necessary, remotely log into customer machines to fix software issues.
  • Record personalized tutorial videos for modeling questions.
  • Maintain and track issues in our support ticketing system.
  • Maintain and develop Knowledge Base of known issues and solutions.
  • Work with the development team to report software bugs and find solutions
  • Testing of new features and new releases as necessary. 

Training

  • Host both 1:1 and group webinars
  • Create content for our Online Training
  • Post content in our Learning Management System
  • Lead live hands-on training classes from existing curriculum
  • Development of new training curriculum and content both written and video training content.

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