- Delivering pre-created training content to agents on a structured schedule
- Ensuring agents in training can be productive as soon as they are added into the production environment
- Answering Agent questions, or routing to the right person, during training period as needed
- Helping manage Agent schedules during training period in conjunction with leadership
- Providing Agent performance input to the trainees throughout the training process, and updating leadership on same
- Ensuring all new agents are prepared with all access and tools required so there are no roadblocks to them joining the production team once training is complete
- Shadow new Agents on calls during the training period and provide feedback to the individual agent and leadership with an eye towards agent development and improvement
- Collaborate with stakeholders to create content to be used in the continuous training process
- Provide real-time coaching to Agents during the training period
- Assist with hands-on training activities
- Review training content for technical inconsistencies and working with leadership to adjust as needed
- Work with leadership, and client representatives to ensure deficiencies are identified and corrected
- Maintain training documentation, SOPs, re-write, add, and modify as needed.
- Ownership over the training curriculum ensuring it is up to date, and meets the ever-changing needs of the service desk, client, and industry
- Work with team leads to identify needs of existing agents in terms of refresher courses, upskilling, and training based on changes presented by the client and industry
- Strong Communication skills, both written and verbal
- Prior experience serving as a trainer in customer facing role in the IT field
- High Public speaking proficiency
- Ability to work in a fast-paced environment
- Passionate about delivering the ultimate customer experience
- Demonstrated professionalism in resolving customer issues
- Must understand the value of working with a sense of urgency
- Success at working in a team environment where a customer obsessive culture is paramount
- Demonstrated problem-solving skills including identification of issues, obstacles, and opportunities, and development and implementation of effective solutions
- Demonstrated ability to think on your feet and take a methodical approach to troubleshooting
- Commitment to meet and exceed individual and team SLAs and KPIs
- Experience working in the Service Desk industry in a customer facing role
- ITIL knowledge and experience
- Experience with legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.)
- Human resource experience
- ITIL certification
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Technical Trainer - Boston, United States - Zones, LLC
Description
Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done.
Term: 6 months – high probability to extend long-term.
Location: onsite - Boston
Hours: Full-time, Monday – Friday
Weekly & Hourly pay commensurate with experience + health benefits, PTO, 401k and much more
**Candidates must be able to show proof of covid vaccination during onboarding and clear an extensive background check with the State of Massachusetts.
TECHNICAL TRAINER - SERVICE DESK
As a Technical Trainer, you will be primarily responsible for the initial training and continuous learning of our Service Desk Agents working on behalf of our customer in the public sector.
Essential Functions:
Requirements:
Desired:
Zones offers a comprehensive Benefits package. While we're committed to providing top-tier solutions, we're just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.At Zones, work is more than a job –with exciting career with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a colab culture. If you're interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you
