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Technical Support Training Specialist

2 months ago

Montreal, Quebec, Canada Distributel Full time

About the Opportunity

Distributel, a leading provider of telecommunications services, is seeking a highly skilled Technical Support Training Specialist to join our team. As a key member of our training department, you will be responsible for designing and delivering comprehensive training programs for our technical support staff.

Key Responsibilities

  • Develop and implement training curricula to ensure technical support staff have the necessary skills and knowledge to provide exceptional customer service.
  • Design and deliver training sessions, workshops, and one-on-one coaching to technical support staff.
  • Evaluate current training processes and identify areas for improvement.
  • Collaborate with cross-functional teams to develop and implement process improvements.
  • Develop and maintain documentation of updated processes, workflows, and best practices.
  • Present training curriculum to management for validation and approval.
  • Evaluate agent performance and develop solutions to improve customer service.
  • Plan and manage implementation of new training resources.
  • Conduct training sessions on specific topics such as proprietary software, customer service skills, and product knowledge.
  • Formulate teaching itineraries for in-person and remote staff.
  • Select or develop teaching aids such as training documents, multimedia visual aids, and reference workshops.
  • Use a variety of instructional methods to ensure maximum delivery effectiveness.
  • Report on employee progress and maintain trainee records.
  • Work closely with management to participate in decisions that guide the direction of call center training.
  • Schedule meeting rooms, setup equipment, and prepare physical setup for training sessions.
  • Prepare and distribute training aids such as instructional material, handouts, evaluations, and visual aids.
  • Facilitate evening or weekend sessions as needed.
  • Monitor individual trainee calls and provide coaching to ensure standard professional etiquette.
  • Communicate and follow up with call center representatives to ensure they are fully informed of new information.

Working Conditions

  • This role is remote work from home.
  • Public speaking and presentations.
  • Some traveling may be required.
  • Ability to work in a fast-paced and ever-changing environment.
  • Video conference training environment.

Tools and Technology Used

  • Proprietary software (DAS, MCF, PCS Admin 3, etc.)
  • Microsoft Office 365
  • Telax Software suite
  • Web-based tools (Bell Portal Ordering Page, Service Skills)
  • Microsoft Share Point

Credentials

  • Minimum 2 years of Technical Support experience.
  • Experience in training and/or adult learning.
  • High School Diploma or equivalent.

Language Requirements

  • Excellent oral and written communication skills in both English and French is a must-have.

Skills and Abilities

  • Exceptional interpersonal, listening, and analytical skills.
  • Strong knowledge of customer care processes and techniques and dedication to providing the best customer service.
  • Demonstrated ability to work well in a team environment.
  • Effective presentation and facilitation skills including creative training techniques.
  • Demonstrated multi-tasking capability and proven success in fast-paced environment.
  • Ability to learn technology quickly.
  • High degree of personal motivation and has a very strong work ethic.
  • Proven organizational and time management skills.
  • Flexible to work all hours of operation that include early mornings, days, evenings, weekends.
  • Attendance/Punctuality - is consistently at work and on time; ensures work responsibilities are covered if absent.