Position Overview :
The Technical Trainer is responsible for the management and delivery of technical training on the Virtual Contact Center software and its add-
on services. Training is conducted for employees and customers via virtual or web-based training and instructor-led classes.
As an auxiliary duty, the role also requires the overall management of training administrative tasks.
The mission of the Technical Trainer is to educate and train customers, new hires and existing employees on the current company’s VCC environment (and any upcoming updates), partner integrations, as well as department and role-
specific programs, in a classroom / group environment or online through webinars. Writing of training documentation, content, and developing the training curriculum according to the company’s needs and standards as well as class administration and other tasks related to the management of customer classes is also part of the role’s responsibility.
Previous classroom and virtual training experience is required
Ability to learn new technology and keep abreast on the latest technological advances in the VCC and related programs
Ability to prioritize and manage project independently with minimal supervision
Ability to effectively respond to changes in environment and needs
Excellent verbal and written communication skills in English and the ability to interact with and respond professionally to a diverse group of individuals with varying levels of skill (all training is conducted in English)
Writing training curriculum and designing a training course is preferred
Familiarity with an LMS is also an advantage
Job Duties : Technical Training
Deliver web-based training on the company’s systems and tools to customers
Provide baseline technical training to new hires via instructor-led classes
Meet the organizational training needs
Support all Education Services training
Prepare training schedules and programs by interacting with respective departments
Maintain records of planned and delivered training
Adapt to new software and environment as departmental needs require
Work according to documented procedures; advise appropriate departments if problems arise
Document and maintain all training related processes
Administer written and practical exams and write performance reports to evaluate trainees' performance
Continuously enhance technical instructional delivery and presentation skills
Ensure the quality and consistency of course content throughout a course life cycle
Manage the training program in accordance with business needs, regulatory requirements, and Quality Management System
Plan and direct classroom training, electronic learning, and other computer-aided instructional technologies
Training Class Administrator
Manage administrative tasks related to current and future training classes offered
Utilize Salesforce in reviewing and updating training classe
Manage all training communication on class attendees; from engaging the Sales Team and Account
Managers down to sending final class reminders to approved and confirmed attendees
Constantly review and provide suggestions on how to improve the process and boost number of
Manage the internal LMS
Develop Training Materials
Generate innovative and easy-to-understand training materials and tools
Design computer-based and multimedia training curriculum
Write training outline, text, handouts, tests, and designs laboratory exercises
Create and edit courseware via Adobe Captivate for subsequent use and upload into the company’s LMS
Schedule and conduct meetings with contacts from Education Services, Professional Services, Customer Support, Human Resources, and other departments in order to discuss the objectives, timelines and any linked topics pertaining to ongoing and upcoming training sessions.
The Technical Trainer should be aware of all ongoing trainings and LMS activities. Support, guidance, and resources should be provided by the trainer as necessary.
Hold check-in meetings with Team Supervisors, Department Managers, Directors, and Human Resources as needed, and conduct formal performance evaluations on trainees.
Attend mandatory training and monthly meetings with other Staff and Senior Staff.
Provide structured training programs for new hires. Additionally, provide ongoing training and staff development for existing team members.
Evaluate and coordinate consistent service throughout the units. Attend and actively participate in departmental meetings.
Contribute agenda items when appropriate.