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Role Description

The Portal Support & Training Specialist is responsible for supporting internal stakeholders and customers using Digital Portals. This includes troubleshooting technical issues, guiding users through portal functionalities, and ensuring a seamless customer experience. The role also develops training materials and delivers training sessions that help stakeholders maximize the value of the portal. You will work closely with cross-functional teams, gather user insights, and help continuously improve the Digital Realty Portal ecosystem.

What you’ll do

• Respond to customer and internal team inquiries related to portal functionality.
• Troubleshoot and resolve portal issues efficiently, escalating when needed.
• Develop and deliver training programs, including webinars, workshops, and one-on-one training sessions.
• Create and maintain user documentation, including guides, FAQs, and troubleshooting resources.
• Engage proactively with stakeholders to gather feedback and identify improvement opportunities.
• Provide insights and recommendations to the Portal Product Manager based on usage trends and user needs.
• Collaborate with IT, product development, and customer service teams to ensure cohesive support.
• Prepare and present reports on support volume, trends, customer satisfaction, and training outcomes.
• Support continuous improvement efforts by advocating for customer-centric enhancements.

Qualifications

• Bachelor’s degree in Business or a related field.
• At least 3 years of experience in customer support or training, ideally in a technical environment.
• Strong troubleshooting and analytical skills.
• Excellent communication and presentation abilities.
• Ability to create clear training and support documentation.
• Proficiency with customer support software and tools.
• Strong organizational and time-management skills.
• Customer-focused mindset with strong attention to detail.
• Adaptability and comfort working in a fast-paced, global environment.
• Willingness to occasionally travel for training sessions and support global time zones as needed.

Benefits

• Medical, dental, vision, life and AD&D insurance.
• 401k match.
• Disability benefits.
• Wellness and education benefits.
• Employee stock purchase plan.
• Paid time off.
• Holidays.
• And more.

Compensation

Compensation range: $110,000 – $130,000 annually. This compensation range represents the Company’s good faith belief as to what it will pay as a base salary/hourly rate for this position at the time of this posting.