Job DescriptionPosition Title:Product Management - Portal Support & Training Specialist
Location:New York, NY | Clifton, NJ | Piscataway, NJ |Boston / Needham, MA | Ashburn, VA | Washington, DC | Miami, FL | Charlotte, NC | Atanlta, GA | open for Remote
Your roleThe Portal Support & Training Specialist is responsible for supporting internal stakeholders and customers using Digital Portals. This includes troubleshooting technical issues, guiding users through portal functionalities, and ensuring a seamless customer experience. The role also develops training materials and delivers training sessions that help stakeholders maximize the value of the portal.
You will work closely with cross-functional teams, gather user insights, and help continuously improve the Digital Realty Portal ecosystem.
What you'll do- Respond to customer and internal team inquiries related to portal functionality.
- Troubleshoot and resolve portal issues efficiently, escalating when needed.
- Develop and deliver training programs, including webinars, workshops, and one-on-one training sessions.
- Create and maintain user documentation, including guides, FAQs, and troubleshooting resources.
- Engage proactively with stakeholders to gather feedback and identify improvement opportunities.
- Provide insights and recommendations to the Portal Product Manager based on usage trends and user needs.
- Collaborate with IT, product development, and customer service teams to ensure cohesive support.
- Prepare and present reports on support volume, trends, customer satisfaction, and training outcomes.
- Support continuous improvement efforts by advocating for customer-centric enhancements.
What you'll need- Bachelor's degree in Business or a related field.
- At least 3 years of experience in customer support or training, ideally in a technical environment.
- Strong troubleshooting and analytical skills.
- Excellent communication and presentation abilities.
- Ability to create clear training and support documentation.
- Proficiency with customer support software and tools.
- Strong organizational and time-management skills.
- Customer-focused mindset with strong attention to detail.
- Adaptability and comfort working in a fast-paced, global environment.
- Willingness to occasionally travel for training sessions and support global time zones as needed.
Compensation range: $110,000 - $130,000 annually.This compensation range represents the Company's good faith belief as to what it will pay as a base salary/hourly rate for this position at the time of this posting.
Benefits: For this role, Benefits include medical, dental, vision, life and AD&D insurance, 401k match, disability benefits, wellness and education benefits, employee stock purchase plan, paid time off, holidays, and more.
