• As the Senior Technical Trainer on the Technical Product Support team, you will report to Director, Customer Support, and continuously collaborate with key stakeholders across the business to ensure the success of our Business platform.
• As the Senior Technical Trainer, you will be responsible for developing and providing training and continuing education for new and tenured associates.
• Your training will set up our associates for success as they work to resolve complex issues, provide white glove service, manage accounts, onboard, and provide user education to our customers on a consistent basis, all with a personal touch.

• 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.
• 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, Docs, or Word

• Focus is not limited to but will primarily be on training our Contact Center Trainers on new and existing features within the Alle 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 Alle 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 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
• Proven experience in managing end-to-end documentation creation processes, utilizing tools such as Confluence, Docs, or Word.
  
  

Pay Range: $38/hr - $42/hr