Customer Support Trainer / IT Trainer / Technical Trainer

FT Select
Up to £30,000 per annum + bonus + company benefits
21 Apr 2017
20 May 2017
Contract Type
Full Time
Customer Support Trainer / IT Trainer / Technical Trainer / Product Trainer

Customer Training / eLearning / Product Training / Training Needs Analysis / TNA / course content design, development & evaluation / System Training / Articulate Storyline 2 / Articulate 360 / Camtasia / Induction Training

A Customer Support Traineris required by our client - a dynamic, agile and profitable IT services company.

Key Responsibilities:

This role will be directly accountable for:

Providing support training to our channel partners/end users delivering a quantified increase in efficiency via a variety of methodsBuilding engaging online training contentIdentifying key metrics to illustrate training requirementsProducing quantitative reports on the back of delivered trainingWe are looking for a strong, driven individual to grow and develop a technically competent partner base. A number of key targets have been identified including partner accreditation rating, customer effort, customer contact quality (variety of methods including live chat/social media) and first time resolution through various portals.

This individual must be passionate about developing skills, with proven success in developing eLearning content, and must be innovative, solution focused and able to deliver multiple activities in a technically complex and customer focused environment. Experience of delivering face to face technical content would be desirable, but not essential. An emphasis on quality and great customer experience is essential.

Customer Training

Develop engaging and effective eLearning content using software such as Articulate Storyline 2, Articulate 360 and CamtasiaUpdate and maintain courses on our new Academy via Totara LMSEnsure customers are consuming the relevant eLearning contentInfluence our partner efficiency ratings to ensure a low cost to serveProduce regular reports illustrating customer contact trends indicating training needs/knowledge gapsRun targeted training to address these gaps delivering a quantified reduction in ‘unnecessary’ callsLead on support accreditation for all productsDevelop, maintain and deliver on-boarding training for new partnersDevelop, maintain and deliver partner training for any product / system changesService Improvement

Responsible for identifying gaps in channel partner performance and liaising with the Service Improvement Analysts to ensure these are addressedResponsible for measuring impact of any gapsIdentify solutions to identified issuesSupport in the implementation of solutionsMeasure post implementation benefitsReporting:

Collate/monitor daily, weekly and monthly figures to identify training needs and subsequently quantified benefits of training deliveryProvide commentary on performance including identification of any risks/issues/areas for improvement and implementing recovery plans where key targets are not being metCustomer Satisfaction

Identify potential churn risks – ensure action is taken to eliminate root causeEnsure the customer experience is regularly evaluated, understand any gaps in terms of agent delivery and develop appropriate plans to improveGeneral Skills

Excellent communicationCreative design solutionsHigh attention to detailCustomer focussedAbility to manage performance in other people and teamsAble to organise and manage workloadResults and quality focusedAbility to innovate and deliver under pressureBe proactive in finding solutions