Support Training Specialist

Location: Remote, United States

Who We Are:

We reward shoppers for digitizing their shopping experience. 
Our mission is to delight the world’s shoppers with a free smartphone app that is easy, smart and fun.

Why Join the Fetch Family?

We make it better for users even when that's difficult for us
We empower people with information and trust
We challenge ideas, not people
We think bigger and keep building
We find ways to bring the fun to Fetch!

We're committed to building an empowered and inclusive community of innovative and passionate people. As a growing organization, we need team players who can go above and beyond their individual responsibilities to help our company build towards its vision. If you are a creative, hard-working, and fun-seeking person interested in working with a close-knit group of highly talented people, this is the right place for you.

Fetch Rewards is an equal employment opportunity employer.

The Role!

The Support Training Specialist is responsible for bringing on new Support staff with the skills necessary to start their career at Fetch. Demonstrating and sharing the Fetch culture will be important in making sure new employees start their journey off with the right path. Problem solving with confidence and ease as new employees join the team, is essential for setting the tone and success in keeping up with timelines.  It is important to actively stay current with trends in training, along with developing, updating, and coordinating training sessions.  Being part of a team working towards a common goal will be essential for the success of the team. The Trainer has a clear understanding of the importance in role modeling of what an ideal candidate looks like.

Scope of Responsibilities:

  • On-going communication with Supervisors and Managers regarding new employee engagement.
  • Create, improve, and conduct training sessions structured around Fetch culture, technical skills, identifying and reporting issues.
  • Teach new Support staff about their resources and encourage them to reach their greatest potential. 
  • Build a team atmosphere by making new support team employees feel welcome starting on day one.
  • On-boarding new Support staff by setting clear expectations for training. 
  • Educate new Support staff on all the tools needed for the job such as Zendesk, Wiki, and Slack.
  • Role model the role as you train new staff.
  • Teach job performance tools such as JIRA, Wiki, Fetch Dashboard, Slack, and Zendesk.
  • Maintain updated training resources such as Articulate and the WIKI.
  • Work with the Support Managers to review user feedback to find areas in need of improvement.
  • Work Tickets: It is important to work on tickets to stay knowledgeable of processes and ensure accurate and relevant information during training.

We know we’re both succeeding when:

  • Written training material is current and accurate.
  • Able to start each session with success including being on time and ready to work.
  • Maintain training in schedule timeframes.
  • Quickly identify issues and escalate to appropriate team members.
  • New staff are able to complete training with confidence and successful metrics.
  • Find and implement methods of improving training quality and efficiency while increasing the depth of employee’s understanding.

The ideal candidate:

  • Minimum of two years training staff in a customer support/service role.
  • A great understanding of what it takes to succeed in a support role.
  • A proven track record of reliability and commitment to a schedule.
  • Upbeat positive attitude about Fetch and its employees.
  • A strong desire to continue to learn, grow, and accept feedback.
  • Independent and engaging.
  • Role model for workplace expectations. 
  • Demonstrated ability to clearly communicate a new process and procedures with success.
  • Able to handle stressful situations and know when to take charge of situations as needed and knowing when it’s time to escalate.

Benefits:

  • Medical, dental, and vision benefits 
  • 401K 
  • Unlimited PTO
  • Some flexibility with schedule 
  • Company equity

 

Apply for this Job

* Required
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Fetch Rewards are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.