Technical Trainer

• Experience in designing technical course content, to include instructional manuals, modern training tools and techniques. Training tools and techniques include using blended learning principles, Learning Management Systems (LMS), computer-based courses, classroom and workshop education, and research in best methods for content delivery.
• Experience with support ticket management systems such as JIRA, Zendesk, Salesforce, etc.
• Proven experience in managing end-to-end documentation creation processes, utilizing tools such as Confluence, Google Docs, or Microsoft Word

• Focus is not limited to but will primarily be on training our Contact Center Trainers on new and existing features within the Allē platform.
• Create talk tracks, knowledge articles, instructional videos for the contact center agents, based on input from internal teams and technical writers.
• Become the subject matter expert for all Allē products and understand different audiences we serve.
• Organize and execute training (group and one-on-one, if required) sessions and workshops within person, virtual, and asynchronous delivery.
• Devise technical training programs according to the organizational needs and requirements. Include objectives, assess effectiveness, and provide and accept feedback on training sessions.
• Cultivate relationships with other teams to gain knowledge and create training resources. This includes contributing and leading recurring meetings and demonstrations with other technical and non-technical teams.
• Collaborate with other teams and leadership around training needs, assessments, evaluations, and design. This is to include cross-functional training to downstream teams.
• Evaluate and update training programs to ensure accurate, timely courses, and engage in continuous improvement.
• Select or develop teaching aids such as: training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference workshops. Keep reference materials updated.
• Gauge the effectiveness of training, reports on progress of employees during training periods, and maintain the training records.
• Document and contribute to standard operating procedures.
• Create, review and update both internal and customer facing knowledge base articles.

• Proven experience as a technical trainer, corporate training specialist, or related position.
• Experience in designing technical course content, to include instructional manuals, modern training tools and techniques. Training tools and techniques include using blended learning principles, Learning Management Systems (LMS), computer-based courses, classroom and workshop education, and research in best methods for content delivery.
• Ability to understand, assess, and address training needs.
• Outstanding communication skills and comfortable speaking to crowds
• Excellent organizational and time-management abilities
• A positive leader with proven ability in teaching, flexibility, facilitation, and creative problem solving.
• Ability to learn and adapt to new technologies and changing processes.
• Ability to independently take on large projects and manage multiple, competing priorities while maintaining excellence in communication and customer service.
• Ability to take initiative and make decisions.
• Possess excellent skills with MS Office (Word, PowerPoint, Outlook, and Excel) and instructional software.
• Experience in a SaaS environment.
• Experience with support ticket management systems such as JIRA, Zendesk, Salesforce, etc.
• Experience in messaging tools like Slack, Microsoft Teams, or Google Chat.
• Proven experience in managing end-to-end documentation creation processes, utilizing tools such as Confluence, Google Docs, or Microsoft Word.

Orion Group