URL: http://aspiree.net
Description:
Position Overview:
The Technical Trainer is responsible for the management and delivery of technical training on the Virtual Contact Center software and its add-on services. Training is conducted for employees and customers via virtual or web-based training and instructor-led classes. As an auxiliary duty, the role also requires the overall management of training administrative tasks.
Responsibilities:
The mission of the Technical Trainer is to educate and train customers, new hires and existing employees on the current company’s VCC environment (and any upcoming updates), partner integrations, as well as department and role-specific programs, in a classroom/group environment or online through webinars. Writing of training documentation, content, and developing the training curriculum according to the company’s needs and standards as well as class administration and other tasks related to the management of customer classes is also part of the role’s responsibility.
Qualifications:
• Previous classroom and virtual training experience is required
• Ability to learn new technology and keep abreast on the latest technological advances in the VCC and related programs
• Ability to prioritize and manage project independently with minimal supervision
• Ability to effectively respond to changes in environment and needs
• Excellent verbal and written communication skills in English and the ability to interact with and respond professionally to a diverse group of individuals with varying levels of skill (all training is conducted in English)
• Writing training curriculum and designing a training course is preferred
• Familiarity with an LMS is also an advantage
Job Duties:
Technical Training
• Deliver web-based training on the company’s systems and tools to customers
• Provide baseline technical training to new hires via instructor-led classes
• Meet the organizational training needs
• Support all Education Services training
• Prepare training schedules and programs by interacting with respective departments
• Maintain records of planned and delivered training
• Adapt to new software and environment as departmental needs require
• Work according to documented procedures; advise appropriate departments if problems arise
• Document and maintain all training related processes
• Administer written and practical exams and write performance reports to evaluate trainees’ performance
• Continuously enhance technical instructional delivery and presentation skills
• Ensure the quality and consistency of course content throughout a course life cycle
• Manage the training program in accordance with business needs, regulatory requirements, and Quality Management System
• Plan and direct classroom training, electronic learning, and other computer-aided instructional technologies
Training Class Administrator
• Manage administrative tasks related to current and future training classes offered
• Utilize Salesforce in reviewing and updating training classe
• Manage all training communication on class attendees; from engaging the Sales Team and Account
• Managers down to sending final class reminders to approved and confirmed attendees
• Constantly review and provide suggestions on how to improve the process and boost number of
• attendees
• Manage the internal LMS
Develop Training Materials
• Generate innovative and easy-to-understand training materials and tools
• Design computer-based and multimedia training curriculum
• Write training outline, text, handouts, tests, and designs laboratory exercises
• Create and edit courseware via Adobe Captivate for subsequent use and upload into the company’s LMS
Management Responsibilities
• Schedule and conduct meetings with contacts from Education Services, Professional Services, Customer Support, Human Resources, and other departments in order to discuss the objectives, timelines and any linked topics pertaining to ongoing and upcoming training sessions.
• The Technical Trainer should be aware of all ongoing trainings and LMS activities. Support, guidance, and resources should be provided by the trainer as necessary.
• Hold check-in meetings with Team Supervisors, Department Managers, Directors, and Human Resources as needed, and conduct formal performance evaluations on trainees.
• Attend mandatory training and monthly meetings with other Staff and Senior Staff.
• Provide structured training programs for new hires. Additionally, provide ongoing training and staff development for existing team members.
• Evaluate and coordinate consistent service throughout the units. Attend and actively participate in departmental meetings. Contribute agenda items when appropriate.
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