Training/Support Specialist – ThirtySix Software – Rochester NY

ThirtySix Software ( is seeking an energetic and motivated individual to join our team to train and support our SmartDocs customers. ThirtySix Software is a young company that is growing fast. Our goal is to fill this position with someone who will grow with us to help build an effective training and support team.

The Support and Training Specialist will work directly with our customers to help them get the most out of SmartDocs. This position is best suited for an individual who is an expert with Microsoft Word and excels at helping people learn and adopt new software. In addition, the ideal candidate must be effective at working with users to troubleshoot and resolve complex issues reported by our customers.

About ThirtySix Software: ThirtySix Software is the industry leader in helping organizations unify all of their writers working in Microsoft Word. Our core product, SmartDocs, transforms Microsoft Word and SharePoint into a complete content management and content reuse solution.

Time Commitment and Location: Full time (40 hours per week). Strong preference will be given to individuals located in Rochester, New York. Occasional travel may be required.


  • SmartDocs Customer Support: You will spend 15-20 hours per week providing web-based support to SmartDocs users. This support requires Microsoft Word expertise in order to respond to in-depth user inquiries, as well as outstanding troubleshooting skills to research and resolve complex issues.
  • Manage SmartDocs Support Portal: You will spend 5-10 hours per week managing our customer Support Portal by creating and updating content (knowledge base articles, videos, etc.) that will help users self-service their SmartDocs support.
  • Customer Training and Consulting: You will spend 5-10 hours per week performing web-based training and consulting for SmartDocs users. Training and consulting will range from helping new customers get started with SmartDocs to very advanced, customer-specific training and consulting sessions.
  • Develop Training Curriculum and Materials: You will spend 5-10 hours per week developing materials that are used for training and consulting. This includes managing the SmartDocs training curriculum and being responsible for the development of materials to support this curriculum (training guides, videos, etc.).


  • Microsoft Word Expertise: You must be an expert in Microsoft Word and understand how writers use Word to create and maintain documentation. You must have a deep understanding of the advanced features in Word and best practices that should be followed to work around limitations inherent in Word.
  • Content and Document Management Knowledge: You should have an understanding of core content management and document management capabilities. Experience with SharePoint is a big plus.
  • Timely and Clear Communication: You must have excellent written and verbal skills. You will be communicating directly with customers on a daily basis through our web-based Support Portal, as well as providing live web-based training to SmartDocs users.
  • Ability to Solve Complex Problems: You must have the ability to help users diagnose, troubleshoot, and resolve complex questions and issues.
  • Training Experience: You must have some prior experience creating and delivering training, such as creating training curriculum, creating training materials, or delivering live training to customers.

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