Support Center Training Specialist
Position Description:
The Support Center Training specialist is responsible for delivering training to new & existing employees as well as creating course content, designing presentations and creating support manuals & job aids. The Training Specialist works to ensure training is delivered effectively, to ensure trainees learn the material, can demonstrate their acquired skills and certify them in the new processes. As the Training Specialist, you will be responsible for coaching, development and following up with employees during their probationary period. The Training Specialist monitors and reports the effectiveness of training on employees during the orientation period and for ongoing development. Your responsibilities also include taking feedback from clients, supervisors & other levels of leadership regarding operational performance and modified training to meet those needs.
Essential Duties/Responsibilities
- Prepares training systems and facilities; course materials and supplies for training sessions
- Organize and develop, or obtain, training procedure manuals and guides and course materials such as handouts and visual materials.
- Present information, using a variety of instructional techniques and formats such as role-playing, simulations, team exercises, group discussions, videos, and lectures.
- Collaborate with various supervisors and managers to design, develop, and implement a range of technical training activities (i.e. interactive, multimedia presentations)
- Offer specific programs to help workers maintain or improve job skills.
- Assess training needs and evaluates effectiveness through surveys, interviews with employees, focus groups, and/or consultation with managers, instructors or customer representatives. Remain current on the latest trends and best practices related to training and end-user documentation.
Required Skills:
- Proven experience with adult learning principles, methodologies, and course design techniques.
- Ability to understand and translate the organization’s business roles and objectives.
- Excellent written and oral communication skills, including training and presentation skills.
- Strong ability to quickly create training content of all types.
- Excellent interpersonal skills, with a focus on teaching, motivation, and a positive attitude.
- Ability to quickly absorb new ideas and concepts.
- Effectively prioritize and execute tasks in a high-pressure environment.
- Ability to analyze the target audience and to present ideas in a user-friendly language.
- Strong capability to maintain and refresh technical training environments.
- Ability to complete documentation tasks with timeliness and quality.
- Ability to coordinate and/or deliver quality training programs
- In-depth, hands-on knowledge of enterprise support processes and desktop applications.
- Working knowledge of application portfolio as well as how the different systems contribute to daily business operations.
Experience/Education:
- Two or Four-year degree in Training or Education related field or equivalent experience in providing training in instruction in a Support or Contact Center environment.
- In-depth knowledge & experience with adult education & learning theory.
Buchanan Technologies provides equal employment opportunities to all employees and applicants seeking employment. We are committed to diversity, equity and inclusion work environment for all. We welcome applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, protected status, and/or any other legally protected statute under Canadian Human Rights Commission. This commitment extends to all aspects of employment including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Job Type: Contract
Pay: $35,000.00-$45,000.00 per year
Schedule:
Work Location: Remote
