Support Training Specialist

About Us

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact.

Learn more at diligent.com.

Position Overview: As a Training Specialist in our Support team, your mission is to ensure that our Support team members have a superior experience as they participate in training, and especially during the initial training following their onboarding week and then throughout their time with Diligent.

As a member of the Support team, you will join a group that is passionate about living Diligent’s corporate values and which has a friendly, positive attitude and a focus on the client experience. We have a real passion for interacting and helping others, ensuring our customers have an excellent, memorable experience and working together.

Key Responsibilities

• Work closely with internal teams to gather and analyze information to determine knowledge gaps and learning needs

• Develop & deliver onboarding programs to ramp new support team members

• Measure the effectiveness of training content and programs through achievement of support performance metrics

• Creating, managing, and delivering training (online and in person) for new team members to learn our software applications and internal processes and procedures

• Delivering cross-training on software for experienced team members who are upskilling on additional software products

• Identifying areas of opportunity for improved training and documentation of processes and implementation of changes to drive those improvements.

• Other projects and tasks as required by the Support leadership team

• Ad hoc duties as required

 Required Experience/Skills

• 3-5 years of customer focused experience with a real passion for providing excellent customer service

• Strong technical skills and an ability to quickly learn multiple software products

• Excellent interpersonal written and verbal communication and presentation skills with a high level of energy and an ability to deal with a variety of different learners and adapt training as needed to meet the needs of learners

• Extensive experience delivering individual, group, webinar and face-to-face training

• Extensive experience in developing content for training groups and individuals in person or online

• Resourceful, organized, efficient and professional

• Resilient and resourceful with an exceptional ability to perform well in the face of tight deadlines and challenges

Preferred Experience/Skills 

• A “Train the Trainer” or equivalent qualification would be a plus

• Resourceful, organized, efficient and professional

What Diligent Offers You 

• Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
• We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
• We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
• Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. 

Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney. 

_{We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com.}

_{To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.}