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Customer Training Specialist, Latin America

Date:  Sep 21, 2022

Remote, SJ, CR, 10101

Onsite or Remote:  Remote
Company Name:  EBSCO Information Services

EBSCO International is the international operations group of EBSCO Information Services (EIS).  EIS provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, Massachusetts, USA, EIS employs more than 2,700 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team.  EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.




Basic Function:

The Training Specialist’s primary function is to independently execute the regional training plan, developing and delivering customer training regarding EBSCO products, services, and enhancements. This includes the creation and maintenance of training outlines and presentations, as well as delivery of both onsite and online training for customers. The Training Specialist must be able to travel up to 60% of the time, must be an expert in EBSCO products and services, and must remain abreast of product changes in order to share updates with customers.


This role supports customers in Latin America and Caribbean Spanish Speakers and has to be based in Costa Rica



Essential Functions:

  • Work with Senior Sales Managers and Customer Training Manager to develop a regional training plan.
  • Arrange and deliver product training for customers within an assigned geographic territory.
  • Research and customize training presentations & materials as necessary for various customer sites.
  • Arrange personal travel schedules within EBSCO travel & expense guidelines.
  • Conduct online customer trainings regarding EBSCO products and services.
  • Respond to all incoming training requests from inside and field sales representatives, from Customer Success and Customer Satisfaction employees, as well as from direct customer requests.
  • Track and report on all training activities, providing monthly metrics regarding frequency and quality of training.
  • Maintain detailed product knowledge, including understanding of future enhancements.
  • Assist in the creation and translation of customer success documents designed to improve the experience and success of the customer, including Help Sheets, tutorials, presentations, lesson plans, and train-the-trainer outlines.
  • Advocate on behalf of customers, providing suggestions and feedback regarding product enhancements and improvements in order to improve product quality.
  • Travel up to 60% of the work time.
  • Create and edit video tutorials.



Required Qualifications:

  • Qualification in library and information science
  • 2+ years of training delivery experience
  • Excellent writing and verbal communication skills
  • Proficient in spoken and written in Spanish and English
  • Excellent organizational skills
  • Refined oral presentation skills
  • Customer support or interaction experience in a business environment
  • Understanding of instruction evaluation methods
  • Technology acumen – able to quickly learn & apply technology skills for manipulating online training 
  • Current driver’s license and 1+ year of driving experience
  • Online video production and editing skills and experience (using Camtasia, Screencastomatic, YouTube, Vimeo, etc.) desirable
  • Online training experience




Physical Requirements:

  • Ability to operate a personal computer up to 8 hours a day.
  • Ability to present to an audience.
  • Ability to stand and present up to 5 hours per day.
  • Ability to travel internationally, both driving and flying, to customer sites across country/region, as well as to EBSCO headquarters in the United States




Job Segment: Training, Field Sales, Operations, Sales, Customer Service