Trainer

Role Overview

• Assess training needs, determine learning gaps, recognize learning opportunities, and develop and deliver training/coaching to affect performance
• Effectively facilitate learning using a wide variety of delivery methods appropriate to the audience/situation, including Instructor-led training, workshops, job-aids, Net-meetings, and E-Learning
• Develop and deliver all in-channel training to frontline employees on product, process, and performance affecting initiatives
• Develop, manage, and communicate training plans for your customer segment
• Analyze and assess training needs, recognize learning opportunities, and develop and deliver training to meet the requirements
• Provide post-training support, follow up, and coaching to frontline employees and team members
• Represent the channel regarding training on channel impacting initiatives
• Develop “out of the box” delivery methods for continuation training, including net meetings, job aids, e-learnings, etc.
• Provide coaching to improve learning
• Complete post-training evaluations to ensure that training “meets the mark”
• Apply business and industry knowledge to training solutions
• Conduct needs analyses to determine learning opportunities and performance affecting roadblocks
• Promote an active and engaged learning environment throughout the channel
• Work closely with the QA Team to determine training requirements
• Perform other tasks that may be required by Operations and the clients

Requirements

• Background supporting an Australian account
• Customer Service and Technical Support best practices knowledge
• Proven experience in developing and delivering training
• Expert level PC skills, including MS Windows applications such as Word, PowerPoint, Excel, and Outlook
• Understanding of current Business processes, products, tools, technologies, and roles in the Service Desk environment
• Technical knowledge of desktop hardware and software and data/IP products and services
• Ability to analyze system operations, application, PC and network problems.
• Experience in using and/or troubleshooting Windows 2000, XP, and NT problems in desktop, server, and network areas
• Experience with UNIX/Windows servers, mainframe subsystems, Citrix and/or Active Directory environments would be considered assets.
• Working knowledge of LAN/WAN technology, TCP/IP, VPN, Cisco environments
• Ability to exercise sound judgment in decision making and flexibility in adapting to changing priorities
• Ability to apply business and industry knowledge to training decisions and solutions
• Strong written and interpersonal skills, ability to work productively with all levels of employees
• Ability to work collaboratively in a virtual team environment
• Ability to introduce and sustain innovative training techniques
• Strong organizational and presentation skills
• Ability to work independently with minimal supervision and effectively as part of a team
• Ability to perform job functions effectively under stress and pressure
• Ability to adapt quickly to new technologies and situations
• Bias for action and a proven track record of success
• Enthusiastic, focused, lateral thinking, and highly motivated
• Ability to effectively prioritize and execute multiple tasks in a fast-paced environment where change is a way of life
• Ability to effectively lead and enable change

Tech Stack

• Citrix
• TCP/IP
• Unix

Benefits

• Flexibility in work hours will be required to accommodate business needs and deadlines