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Technical Support Trainer

2 months ago

Montreal, Quebec, Canada Distributel Full time
About the Opportunity

We are seeking a highly skilled Technical Support Trainer to join our team at Distributel. As a Technical Support Trainer, you will be responsible for executing all aspects of our training program for new hires and existing technical support staff, as well as tech support process design and documentation.

Key Responsibilities:
  • Develop and deliver training programs for technical support staff, including hands-on exercises and use of proprietary software.
  • Research and plan training programs, test scenarios, and refresher programs for all technical support staff.
  • Evaluate current training processes and create and implement framework for improvements.
  • Develop and implement cross-functional process improvement initiatives, action plans, and strategies to address identified areas for improvement.
  • Create and maintain documentation of updated processes, workflows, systems, and best practices.
  • Present training curriculum to Manager/Team Manager to validate that the training meets excellence standards.
  • Evaluate agent mistakes and develop solutions (resources) to avoid such mistakes from happening.
  • Plan and manage implementation of new training resources.
  • Demonstrate developed material to fellow trainers and give tips on how to go over certain subject matter.
  • Conduct training sessions covering specific topics such as use of proprietary software, customer service skills, procedure and process, and product knowledge.
  • Formulate teaching itineraries for in person and remote staff. Determine appropriate instructional methods such as individual training, group training, demonstrations, video conference and workshops.
  • Select or develop teaching aids such as training documents, multimedia visual aids (e.g. power point), computer-based exercises, and reference workshops.
  • Use a variety of instructional methods to ensure maximum delivery effectiveness, including individual, large or small group instruction.
  • Report on employee progress under guidance of Training Manager during training periods and also maintain trainee records.
  • Work closely with Manager to participate in decisions that guide the direction of call center training.
  • Schedule appropriate meeting rooms for use, setup any required equipment and prepare any required physical setup.
  • Prepare and distribute training aids such as instructional material, handouts, evaluations, and visual aids.
  • Facilitate evening or weekend sessions as needed.
  • Throughout the training program, monitor individual trainee calls and provide appropriate coaching to ensure standard professional etiquette is being maintained.
  • Communicate and follow up with call centre representatives and ensure they are fully informed of all new information related to products and procedures.
  • Other duties as assigned by management.
Working Conditions:
  • This role is remote work from home.
  • Public speaking & presentations.
  • Some travelling may be required.
  • Ability to work in a fast paced and ever changing environment.
  • Video conference training environment.
Tools & 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 year of Technical Support experience
  • Experience in training and/or adult learning
  • Intermediate level of knowledge with PC hardware and software (Word, Excel, Power Point, Internet browser)
  • High School Diploma or equivalent
Language Requirements:
  • Excellent oral and written communication skills in both English and French is a must have.
Skills & 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, day, evenings, weekends
  • Attendance/Punctuality - is consistently at work and on time; ensures work responsibilities are covered if absent