CentralReach Training & Support Specialist - EST Working Hours (Remote)

Position Overview

• Company: ISTA Personnel Solutions South Africa
• Location Type: Remote
• Job Type: Full-time
• Salary: Not specified

Description: ISTA Personnel Solutions South Africa, a global BPO call center company, is seeking a CentralReach (CR) Training and Support Specialist. This role is responsible for leading staff training on the CentralReach system, providing ongoing technical and user support, and serving as a liaison between staff and system administrators. The goal is to optimize operational efficiency and enhance the user experience.

Requirements

• Minimum Experience: 1 year of hands-on experience using CentralReach (user or administrator level).
• Preferred Experience: Experience in a support or training role.
• Industry Experience (Plus): Prior experience in healthcare, behavioral health, or ABA settings.
• Skills:
  • Excellent communication and interpersonal skills.
  • Ability to translate complex technical information into clear, accessible language.
  • Strong organizational skills and attention to detail.
  • Ability to work independently and manage multiple priorities.
  • Tech-savvy with the ability to quickly learn new tools and platforms.

Responsibilities

• Training & Education:
  • Develop and deliver comprehensive onboarding and ongoing training sessions on the CentralReach platform.
  • Create user-friendly training materials, guides, and Standard Operating Procedures (SOPs) for CR functions.
• User Support:
  • Provide timely, day-to-day support to CR users via email, video calls, or in-person.
  • Troubleshoot system-related issues and questions, escalating to CentralReach support as needed.
• System Management:
  • Assist with user onboarding and offboarding, 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.
  • Stay updated with new CR features and updates, communicating relevant changes to users.
  • Collect feedback to continuously improve training materials and system processes.

Working Hours & Environment

• Working Hours: EST hours, Monday - Friday, 09:00 AM to 06:00 PM EST (15:00 PM to 24:00 AM South African time, subject to change based on daylight savings).
• Work Environment: Remote role for South African Citizens only.

Technical Requirements

• Internet: A fixed fiber line with a minimum speed of 25 Mbps (upload & download) is mandatory, supporting a wired Ethernet connection.
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages.

Application Instructions

• Applicants without a fixed fiber line or a power backup will not be considered.
• If you do not receive a response within 14 working days, please consider your application unsuccessful.