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Technical Training Specialist
Ability Network
Tampa, FL, United States
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Overview
The Technical Training Specialist is responsible for the design, planning and implementation of technical training to ABILITY employees for successful onboarding and ongoing development. The Technical Training Specialist will coordinate customer facing training documentation and other tools and will create multi-faceted training experiences to engage all types of learners.
Responsibilities
Develop and implement robust training programs for customer operations employees using a variety of training delivery methods
Create effective training materials, including user guides, job aids, visual aids, etc.
Deliver in-service Instructor led and virtual training programs. Create and deliver training related to updates and product releases prior to and post release
Develop and deliver technical on the job training to ensure all employees are successful from on boarding throughout their employee lifecycle
Perform new hire and in-service certifications including the facilitation of testing, one on ones, and the proctoring exams
Collaborate with key stakeholders to create development and career paths for Customer Operations staff which would include formative and summative assessments or surveys
Build structured training programs based on industry best-practices
Develop training materials, procedures and tools to ensure production standards are met and maximized for Customer Operations including, but not limited to, high level product/service training and detailed technical training
Coordinate solution-selling training for technical staff in conjunction with cross-departmental peers
Review and update policies and procedures as needed. Oversee the timely updates of materials, including but not limited to reference guides and online resources
Maintain continuous training plan with minimal impact to inbound service levels
Track historical completion of training and testing results by employee, as well as the effectiveness of training programs
Provide feedback to management regarding individual progress
Partner with managers and supervisors to identify team deficiencies and develop education opportunities to improve team performance
Work with peers and Customer Operations leadership to create Customer Facing training content using “Walk Me” and other tools
Support Operations Strategic Imperatives with managing the LMS; implementation and on-going course development and deployment
Leverage metrics and data from assessments, surveys, and 1:1 sessions to identify, communicate, and implement improvements to training programs
Inspect calls and Salesforce documentation to determine needed coaching and refresher training
Facilitate weekly product Webinars for internal and external audiences; report on attendance and Q/A dialogue
Record and edit training sessions, e-learnings, product releases and company meetings. Upload content into the LMS for training use
Maintain Customer Operations SharePoint site ensuring content is keep up to date and available to all stakeholders
Work both independently and collaboratively to design and deliver engaging solutions to the Operations team
Other projects and duties as assigned
Qualifications
Bachelor’s degree or equivalent work experience
2+ years’ learning and development expertise, with direct experience creating and delivering educational curriculum and content.
At least 2 years’ experience supporting or working within a technical support or customer support role.
Utilizes experience and independent judgment to plan and accomplish goals.
Advanced technical proficiency and troubleshooting knowledge (see below for required computer skills.)
Prior experience building and delivering onboarding programs within a fast past, agile environment
Ability to efficiently create/adapt training materials to reflect policy and procedure changes
Advanced user of Microsoft Office suite (PowerPoint, SharePoint, MS Word, MS Excel, MS Outlook, Visio.)
Intermediate skill level with authoring tools such as; Adobe Creative Cloud, Articulate Storyline and Camtasia Studio
Skilled user of CRM applications such as Salesforce
Proficient knowledge of Healthcare EDI Knowledge (ANSI X12, 835, 837, 270/271) is a plus
Proficient knowledge of HIPPA transaction code set is a plus
Proficient in working with CRM systems (Salesforce Preferred)
Experience with using and supporting Software as a Service (SaaS) is a plus
Excellent verbal and written customer service skillset, including the capacity to effectively assess problems and communicate solutions
Strong organizational skills with close attention to detail and the ability to prioritize
Ability to work efficiently in a fast–paced environment
Ability to work independently, assisting others as needed
A strong team player with the ability to interact effectively with all parts of the organization
Travel: 10%