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Training Coordinator and MAACLink Support Specialist

Job Responsibilities
Training

  • Be capable of scheduling and leading new user and/or special training on all MAACLink software functionality, in-person or virtually.
  • Coordinate additional refresher training sessions as needed.
Customer Satisfaction
  • Handle help-desk calls supporting MAACLink users.
  • Conduct regular MAACLink user feedback discussions with assigned communities.
  • Survey assigned community users annually about MAACLink issues.
  • Analyze requests for MAACLink enhancements or changes and bring appropriate suggestions to the Technology Team for final approval. Assist in testing new features.
  • Maintain relationships with all parties with a vested interest in the MAACLink environments.
Customer Cultivation
  • Contact potential customers to promote the benefits of MAACLink and send required forms for participation (contract and confidentiality forms)
  • Maintain accurate records of customer prospects, follow-up, demonstrations, etc.
  • Communicate new prospects to the Executive Director, Finance/Operations Director, and the Technology Team.
Coordination with Vendors
  • In coordination with the Development Operations Manager and the Technology Team act as a liaison with vendors for software, hardware, and network issues.
  • Keep Executive Director fully informed of any software, hardware or network issues.
Community Outreach
  • Represent MAAC at community meetings as requested or assigned.
  • Annual MAAC Training Conference planning committee with Director of Programs.
Documentation
  • Maintain user and administrative manuals in coordination with the Technology Team as needed.
  • Revise/prepare manuals in coordination with the Technology Team as needed.
  • Revise/prepare new agency/user forms in coordination with the Technology Team as needed.
Other Duties
  • Undertake other duties as assigned by Development Operations Manager and/or Executive Director.
Qualifications
Must have valid drivers license and reliable personal transportation
Must have reliable internet connection and a phone for remote support and meetings
Must be willing to travel as needed with some overnight stays
Experience in software management and customer service
Knowledge of database design and integrity standards
Good problem solving skills and strategic thinking
Good communication skills/public speaking
Ability to interact well with computer users of all skill levels
Ability to work as a member of a team

Job Type: Full Time

Salary Range: $30,000 - 49,999