Technology Training and Support Specialist  at Emergency Response Africa (ERA)

Reference Number: ERA-EDP01 

Job Summary: 

• As a Training and Support Specialist, you will equip the project First Responders, ambulance, and hospital partners with the skills, knowledge, and know-how they need to use technology to deliver exceptional emergency medical services.
• This role is responsible for delivering training programs to help the project team understand and utilize our software applications, systems, and tools. 

Key Responsibilities: 

• Support the creation and updating of training materials, including user guides, tutorials, and multimedia presentations.
• Conduct in-person and virtual training sessions for the Project team, Hospital Partners, Ambulance Drivers, and selected stakeholders.
• Customize training sessions to cater to different skill levels and learning styles.
• Monitor and evaluate trainee performance and adjust training methods as needed.
• Provide timely and effective technical support to end-users via various channels (e.g., email, phone, chat).
• Troubleshoot hardware and software issues, escalating complex problems to the appropriate tech team members.
• Document support interactions and resolutions for knowledge sharing.
• Maintain up-to-date documentation of software applications, systems, and troubleshooting procedures.
• Contribute to the development of a knowledge base for self-service resources.
• Implement hands-on technical training and onboarding programs for first responder network, ambulance, and hospital partners.
• Provide ongoing learning opportunities and support using various mediums (e.g., live sessions, online learning).
• Partner with Clinical Lead to track KPIs to measure training effectiveness.
• Scheduling, coordinating, and delivering hands-on training sessions with appropriate trainers and trainees, and constantly improving our program and resources.
• Maintaining accurate and detailed training records, and ensuring training associated with the responsibilities of each position are up to date.

Requirements and Qualifications:

• Bachelor's degree or HND in Information Technology, Computer Science, or a related field.
• Excellent communication and interpersonal abilities.
• Proven experience in training delivery and technical support is ideal.
• Proficiency in a wide range of software applications and systems.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal abilities.
• Ability to work independently and collaboratively in a fast-paced environment.
• Very comfortable using technology – mobile devices, mobile apps, and desktop/web applications.
• Strong written and verbal communication skills.
• Attention to detail.
• Willingness to learn and ability to learn fast.
• Certifications in relevant technologies (e.g., Microsoft Certified Trainer, CompTIA A+) is a bonus.
• Experience with learning management systems (LMS) and e-learning platforms.
• Familiarity with project management tools and methodologies.