Training & Support Consultant

Responsibilities

• Client Support
• Troubleshoot technical problems customers encounter, guiding them through step-by-step solutions, and employ active listening to fully understand customers' needs and provide accurate solutions.
• Offer ongoing support to clients after the live day, helping them troubleshoot issues and optimize their use of the company's solutions.
• Serve as a point of contact for clients, building strong relationships and ensuring their satisfaction.
• Collaborate to escalate and resolve complex technical issues efficiently and notify/escalate client concerns to senior management/customer success.
• Strive to achieve customer satisfaction metrics and contribute to improving customer experience.
• Maintaining Customer Support satisfaction scores as per KPI targets.
• Utilise AI-assisted tools and technologies to improve response efficiency, troubleshooting, knowledge access, and overall client support outcomes.
• Client Training
• Assess the specific needs and requirements of each client to tailor training programs accordingly.
• Develop training materials, modules, and resources to facilitate client learning.
• Conduct training sessions, both one-on-one and in groups, to educate clients on the company's products, services, and operational procedures.
• Ensure that clients understand and can effectively use the tools and resources provided.
• Adhere to support and training standards to ensure consistently high-quality interactions.
• Live Day Preparation
• Work closely with clients to prepare them for their "live day," which will involve the launch of their database, ensuring importing and setup requirements are met.
• Ensure cross-checking is completed before live day is due.
• Provide guidance and support to clients during the transition to live operations, addressing any questions or concerns they may have.
• Self-Leadership
• Continuously update your knowledge and skills related to the company's offerings and industry trends.
• Stay informed about changes and updates to the company's products or services.
• Take the initiative to identify areas for improvement in the client training process and suggest enhancements.
• Documentation and System Management
• Maintain and log detailed records of client training sessions, progress, and feedback in CRM.
• Maintain Knowledge Base and Confluence.
• Create training reports and summaries for management and clients.
• Utilise AI-assisted tools and technologies to improve documentation quality, support efficiency, knowledge management, and client training outcomes.
• Contribute to the continuous improvement of processes, workflows, and support resources through automation and AI-enabled solutions.

Requirements

• 1-3+ years experience in customer support, technical support, SaaS operations, or similar customer-facing software environments, including handling complex escalations.
• Strong working knowledge of PMS, reservation, or operational SaaS platforms, ideally within hospitality, accommodation, or enterprise software environments.
• Demonstrated ability to independently resolve complex Tier 2 and Tier 3 support issues using structured troubleshooting, replication, escalation management, and sound judgment.
• Proven ability to consistently meet or exceed KPIs and performance expectations across multiple review cycles, including SLA, CSAT, ticket quality, productivity, and customer communication standards.
• Experience delivering customer training or enablement, including webinars, onboarding, advanced product education, or operational workflow coaching.
• Strong communication, stakeholder management, mentoring, and an ownership mindset, with the ability to remain reliable and professional under pressure.
• Demonstrated commitment to teamwork, continuous learning, accountability, and operational excellence.
• Measures of Success:
• Achievement of training & support KPI targets.
• High client satisfaction and positive training feedback.
• Successful onboarding and live day outcomes for clients.
• Reduction in escalations and repeat support issues through effective troubleshooting and education.
• Effective adoption and utilisation of AI tools and process improvements to

Benefits

Additional Information

Location: Remote - Australia Purpose: This role of Training & Support Consultant ensures our valued clients receive a world-class experience by providing them with support and training regarding product functionality, new features, updates, and troubleshooting. As a Training and Support Consultant at Newbook, you will play a dual role in delivering exceptional customer support and providing training to our clients. Your primary responsibility will be to handle incoming phone calls and support requests from customers seeking assistance, whilst also conducting training sessions to educate clients on the effective use of our products and services. Your ability to provide superior support and training will be instrumental in ensuring customer satisfaction and maximizing the value they derive from our offerings.

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