Overview : As a Trainer, you will be responsible for internal and external development and delivery of technical training content for the Premium Customer Support (PCS) products.
The technical trainer will be required to develop and maintain Premium Customer Support (PCS) Engineers training manual and to continually update the manual with information on new software releases.
Major Duties and Responsibilities 1.Training · Delivers technical training to new Engineers and ongoing training on new products or releases to Cloud Services Engineers.
Ensures that engineers leave initial training with the knowledge and skills to resolve customer issues and generate high levels of customer satisfaction · Reviews and revises previously created documentation.
Conduct monthly workflow calibration for engineers to ensure all engineers able to follow process and are up to date with any changes to workflow.
Plan and manage all internal and external training programs from beginning to end. This include facility and equipment for training needs.
Able to travel at short notice and obtain entries Visa’s to countries globally 2.Client engagement · Maintains relationships with programmers, engineers, developers, and other technical personnel to become familiar with product technology and customer support needs.
Constantly seeks and analyses feedback from engineers, technical leads, customers and other stakeholders to drive improvements in engineer and external customer training.
Maintains a close relationship with the customer to ensure congruence of materials delivered as well as to make improvements in customer training based on feedback from the customer.
3.Knowledge Improvement · Gathers and researches technical information, including engineering and development information, for use in documentation activities.
Edits knowledge base articles and online help files to ensure technical accuracy and usability. · Prepares written documents following standard guideline for technical publications, creates graphical images, flow charts, and diagrams for inclusion in documentation and oversees layout and organization of documentation