Implementation Trainer

About Syrve

Syrve is a leading international provider of restaurant management and POS software, trusted by 10,000+ customers worldwide.

Role Description

As an Implementation Trainer, you will become an expert in Syrve’s all-in-one POS system and support customers during onboarding and adoption. As part of the Customer Success team, you will deliver clear, practical training that helps users confidently operate the system in their daily work.

By translating complex functionality into easy-to-understand guidance, you’ll ensure smooth implementations, reduce support needs, and drive long-term product adoption.

• Strong understanding of POS systems (experience with POS software is an advantage).

• Ability to quickly learn and stay updated with software changes and new features.

• Familiarity with CRM platforms and ticketing systems.

• Fluency in English and Arabic or Russian (spoken and written).

• Confident public speaker and trainer.

• Empathetic listener with strong conflict resolution and problem-solving abilities.

• Capable of handling customer complaints, feedback, and escalations effectively.

• Ability to develop and update training manuals and materials.

• Strong organizational and time management skills; able to manage multiple training schedules.

• Self-driven and able to work independently and within a team.

• Experience supporting clients through messaging apps (Telegram, WhatsApp) and via phone.

• Able to escalate technical issues promptly and accurately.

• Reliable in closing tickets and ensuring proper follow-up in CRM and support systems.

Responsibilities

• Share the training plan with customers before training.

• Follow the SOP for trainers.

• Provide training to customers both on-site and remotely.

• Sign off on training materials.

• Create new manuals.

• Share manuals with customers.

• Design training curriculum and make modifications to enhance effectiveness.

• Receive customer complaints and refer them to the appropriate departments and manager.

• Conduct error walkthroughs with customers remotely.

• Open cases in CRM and Pyrus, and document customer issues.

• Support clients via Telegram, WhatsApp, and phone calls.

• Close cases in CRM and Pyrus.

• Check the knowledge base for solutions to customer issues and inquiries.

• Escalate issues to the appropriate department when necessary.

• Alert internal team members in emergency customer situations.

• Update customers on expected issue resolution timeframes during training.

• Respond to customer queries and deliver company product presentations.

We Offer

• Engaging work environment with highly qualified specialists.

• Opportunities for professional development and career growth.

• Competitive paid time off and paternity leave.

• The chance to work in an international company with a diverse team.

• Compensation for English language course.

• Comprehensive health insurance coverage.