Job description
I STA Personnel Solutions South Africa - we are a global BPO call center company, currently seeking a knowledgeable and proactive CentralReach (CR) Training and Support Specialist to lead staff training and provide ongoing support.
The CentralReach (CR) Training and Support Specialist will be responsible for training staff on the effective use of the CentralReach system, providing ongoing technical and user support, and serving as a liaison between staff and system administrators. Your work will be instrumental in optimizing operational efficiency and enhancing the overall user experience across the organization.
PLEASE NOTE:
Working Hours: This role requires you to work EST hours Mon - Fri from 09:00am to 06:00pm EST (15:00pm to 24h00am South African time, subject to change depending on daylight savings)
Work Environment: This is a remote role for South African Citizens only.
Internet Requirements: A fixed fiber line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fiber line cannot be considered.
Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered.
Minimum of 1 year of hands-on experience using CentralReach (at either user or administrator level); experience in a support or training role strongly preferred
Prior experience in healthcare, behavioral health, or ABA settings is a plus
Excellent communication and interpersonal skills, with the ability to translate complex technical information into clear, accessible language
Strong organizational skills and attention to detail
Comfortable working independently and managing multiple priorities
Tech-savvy, with the ability to quickly learn new tools and platforms
Key Responsibilities
Training & Education
- Develop and deliver comprehensive onboarding and ongoing training sessions on the CentralReach platform for staff at various levels
- Create user-friendly training materials, guides, and SOPs for CR functions
User Support
- Provide timely, day-to-day support to CR users via email, video calls, or in-person (as applicable)
- Troubleshoot system-related issues and questions and escalate to CentralReach support when necessary
System Management
- Assist with the onboarding and offboarding of users, including maintaining accurate user roles, permissions, and access levels
- Monitor system usage and identify opportunities to improve workflow efficiency
Collaboration & Continuous Improvement
- Work closely with clinical and administrative teams to ensure CR workflows support operational needs
- Keep up to date with new CR features and updates, and relay relevant changes to users
- Collect feedback to continuously improve training materials and system processes
If you are not contacted within 14 working days, please consider your application unsuccessful.
