Service Delivery Technical Trainer

Summary

Join Nextiva as a Service Delivery Technical Trainer, Advanced, a senior training professional empowering customers and internal teams to master advanced product offerings through impactful learning experiences. Deliver expert-level instructor-led training, facilitate webinars, and conduct train-the-trainer sessions. Serve as a technical expert and mentor, maintaining proficiency in training technologies and innovating delivery methods. Collaborate on curriculum development, creating engaging training materials. Implement training initiatives, build stakeholder relationships, and evaluate training effectiveness. Stay current with industry trends and best practices. This role requires a bachelor's degree or equivalent experience, 2-4 years in technical or advanced customer service training, and advanced proficiency in training technologies. Strong leadership, communication, and problem-solving skills are essential.

Requirements

• Bachelor’s degree in a related field or equivalent experience
• 2–4 years of experience in a technical training or advanced customer service training role, with a demonstrated ability to deliver engaging and effective training sessions
• Advanced proficiency in using a variety of training technologies, including specialized software, LMS, and webinar platforms
• Deep understanding of Nextiva’s products and services, with the ability to translate complex technical information into clear and concise training content
• Experience in curriculum development and content creation, including eLearning modules, videos, and interactive simulations
• Strong leadership and mentoring skills, with the ability to guide and support junior trainers and subject matter experts
• Excellent verbal and written communication skills, with the ability to adapt communication style to diverse audiences
• Ability to manage a classroom effectively, promote learner engagement, and handle challenging training situations
• Strong problem-solving and analytical skills, with the ability to troubleshoot complex technical issues
• Commitment to continuous learning and adapting to new technologies and training methodologies

Responsibilities

• Deliver expert-level instructor-led training (ILT) sessions on Nextiva products and services, demonstrating mastery of content and adapting delivery to diverse learning styles
• Independently facilitate Level II webinars, guiding customers through complex functionalities, troubleshooting technical issues, and providing expert support
• Conduct train-the-trainer sessions for advanced programs, providing coaching and mentorship to Technical Trainer Is and internal subject matter experts
• Serve as a technical expert and mentor for Service Delivery Technicians and trainers, providing guidance on product knowledge, troubleshooting, and best practices
• Maintain advanced proficiency in a variety of training technologies and platforms, and recommend new tools to enhance blended learning approaches
• Identify opportunities to innovate training delivery using emerging technologies and methodologies
• Collaborate with content writers and product teams to create high-quality training materials, including job aids, eLearning modules, interactive simulations, and video content
• Translate complex technical information into clear, engaging, and accessible training content for diverse audiences
• Review, update, and audit training materials regularly to ensure technical accuracy and alignment with product updates and organizational standards
• Implement training initiatives related to complex organizational changes, anticipating and addressing potential challenges
• Build relationships with internal stakeholders, including content creators and the Training Programs & Experience Manager
• Collaborate with other trainers and subject matter experts to develop and deliver effective training programs
• Share knowledge and expertise with team members, contributing to a positive and collaborative environment
• Evaluate training effectiveness using feedback, assessments, and performance metrics; recommend and implement improvements to maximize learning outcomes
• Stay current with industry trends, best practices, and advancements in training technology and methodologies

Benefits

• Multiple health plan options to suit your needs, including medical, dental, vision, and telemedicine coverage
• Life, disability, and supplemental indemnity plans
• Flexible Time Off (FTO) for salaried employees, PTO for hourly employees, Paid Sick Time (PST), paid parental bonding leave, and paid holidays
• 401(k) with company match, Health Savings Accounts with company contributions, Dependent Care FSA
• Employee Assistance Program and comprehensive wellness initiatives
• Access to ongoing learning and development opportunities and career advancement