Technical Support Trainer

ABOUT THE OPPORTUNITY

Reporting to the Digital enablement & continuous improvement senior manager, the Technical Support Trainer will be responsible for executing all aspects of Distributel’s training program for new hires and existing technical support staff as well as tech support process design and documentation.

KEY RESPONSIBILITIES :

• Use web-based applications for hands-on exercises with use of our biller and ticketing tools
• Research, plan, liaise with Training department to organize and execute training programs, test scenarios and refresher programs for all;
• 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

ENGLISH VERSION FOLLOWS)

VOICI CE QUI EST PRÉVU POUR VOUS

Expérimentez une multitude d'opportunités que seule une entreprise en pleine croissance peut offrir en rejoignant une équipe dynamique qui travaille avec vigilance pour remodeler le paysage des télécommunications.

Le cœur et l'âme de notre programme de rémunération sont construits sur les fondations de notre vision, de notre mission et de nos valeurs.

• Un programme de prestations médicales et dentaires d'entreprise de premier plan.
• Nombreux autres avantages.
• Vous aurez des opportunités de croissance et de développement.

La diversité et l'inclusion sont importantes chez nous. Nous apprécions l'unicité de chaque individu et croyons que nos différences nous rendent plus forts.

On s'engage à offrir un lieu de travail garantissant l'égalité des chances, le développement et l'avancement pour tous.

QUE SE PASSE-T-IL APRÈS L'ENVOI DE VOTRE CANDIDATURE ?

Si votre candidature correspond aux critères de recherche du responsable, vous pourriez être contacté pour un entretien préliminaire.

En raison du grand nombre de candidatures, tous les postulants n'ayant pas été contactés ne seront pas retenus.

La diversité et l'inclusion sont importantes pour nous. Nous apprécions l'unicité de chaque individu et croyons que nos différences nous rendent plus forts.

On s'engage à offrir un lieu de travail garantissant l'égalité des chances, le développement et l'avancement pour tous les employés actuels et futurs.

Des aménagements sont disponibles sur demande pour les candidats participant à tous les aspects du processus de sélection.

Pour une demande confidentielle, envoyez simplement un courriel directement à votre recruteur.

HERE’S WHAT’S IN IT FOR YOU :

Experience a wealth of opportunities that only a growing company can offer by joining a dynamic team that’s vigilantly working together towards reshaping the telecommunications landscape.

The heart and soul of our compensation program is built from the foundation of our vision, mission and values.

• Industry-leading Corporate Medical and Dental benefits program, in addition to many other perks.
• We promote work-life balance with generous PTO.
• We provide a great work environment!
• Opportunities for growth & development.

Diversity and inclusion are very important to us. We appreciate the uniqueness of all individuals and believe that our differences are what make us stronger.

We are committed to providing a workplace that ensures equal opportunities, development, and advancement for all.