BlueHalo is seeking a User Training and Customer Outreach Specialist to work with end users and ensure that our software and analytics tools are in sync with their needs. You are the advocate of our users. Your role is critical in ensuring that we provide the necessary tools and resources for our users to accomplish their mission. You’re responsible for providing hands-on and mission-specific expertise to end-users and the software development team. In this role, you’ll serve as the advocate for end-users through direct user support, troubleshooting issues, stakeholder communications, documentation (bugs, requirements, training materials), requirements vetting, and facilitating training and outreach both in-person and virtually. This position requires an active TS/SCI with polygraph and will be located on customer site in Northern VA.
WHAT YOU’LL DO:
- Technical Support - Provide direct user support troubleshooting and create bug reports for developers to act upon; answer help questions via phone, email and instant messenger; identify and document bugs and issues; maintain a knowledge base of common responses; test new and existing tool features
- Customer Communication - Gather and document user requirements; gather feedback and communicate user requests and concerns
- Training - Provide training to new users and existing users about the application and new features via in-person presentations and video teleconferences as well as individualized walkthroughs; create and maintain training materials (documentation, videos, blogs, etc.)