Implementation Trainer

1 week ago

Cairo, Egypt Syrve Full time

Welcome to Syrve, a leading provider of comprehensive software solutions for cash registers and restaurant management. With a strong foothold in the international market, we are proud to serve over 9000 customers worldwide and counting.

**Role Description**:
Become an expert in all-in-one Restaurant POS Systems offered by Syrve. The **Implementation Trainer** is a key member of the Customer Success team, responsible for designing, delivering, and optimizing training programs that ensure clients are fully prepared to use our Point of Sale (POS) system effectively in their day-to-day operations. This requires a deep understanding of our software, strong communication skills, and a proactive approach to customer engagement. By translating complex product functionality into practical, easy-to-understand instructions, the Implementation Trainer empowers users to operate the system with confidence and independence. This position plays an important role in supporting smooth implementations, reducing support escalations, and increasing user adoption.
- Strong understanding of POS systems (experience with POS software is an advantage).
- Ability to quickly learn and stay updated with software changes and new features.
- Familiarity with CRM platforms and ticketing systems.
- Fluency in English and Arabic or Russian (spoken and written).
- Confident public speaker and trainer.
- Empathetic listener with strong conflict resolution and problem-solving abilities.
- Capable of handling customer complaints, feedback, and escalations effectively.
- Ability to develop and update training manuals and materials.
- Strong organizational and time management skills; able to manage multiple training schedules.
- Self-driven and able to work independently and within a team.
- Experience supporting clients through messaging apps (Telegram, WhatsApp) and via phone.
- Able to escalate technical issues promptly and accurately.
- Reliable in closing tickets and ensuring proper follow-up in CRM and support systems.

**Responsibilities**:

- Share the training plan with customers before training.
- Follow the SOP for trainers.
- Provide training to customers both on-site and remotely.
- Sign off on training materials.
- Create new manuals.
- Share manuals with customers.
- Design training curriculum and make modifications to enhance effectiveness.
- Receive customer complaints and refer them to the appropriate departments and manager.
- Conduct error walkthroughs with customers remotely.
- Open cases in CRM and Pyrus, and document customer issues.
- Support clients via Telegram, WhatsApp, and phone calls.
- Close cases in CRM and Pyrus.
- Check the knowledge base for solutions to customer issues and inquiries.
- Escalate issues to the appropriate department when necessary.
- Alert internal team members in emergency customer situations.
- Update customers on expected issue resolution timeframes during training.
- Respond to customer queries and deliver company product presentations.

**We Offer**:

- Engaging work environment with highly qualified specialists.
- Opportunities for professional development and career growth.
- Competitive paid time off and paternity leave.
- The chance to work in an international company with a diverse team.
- Compensation for English language course.
- Comprehensive health insurance coverage.
- Flexible remote work options.

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