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Support Technical Trainer – Warsaw, Poland

Please submit qualified resumes to careers@guest-tek.com

Position:                              Support Technical Trainer

Department:                      Support

Location:                             Warsaw, Poland

Position Type:                   Full Time

Reports To:                         Technical Training Manager

Reporting to the Technical Training Manager, the Support Technical Trainer is responsible for overseeing the creation delivery of basic, intermediate, advance and special training sessions for all Support & Technical Services personnel. The primary goal of the Support Technical Trainer is to track training requests, schedules, and utilization, analyze input from QA / Team Leads and Management to identify amendments to training modules and overall course content. Report on progress of overall level of training requirements and current qualification levels. This position works closely with various GuestTek departments, including; Junior, Intermediate, Senior Technical Support Analysts, Quality Assurance Analyst, Support Leads, Call Center Managers and Technical Services Manager, Product Management, R&D and Network Engineering to meet all training requirements.

 

RESPONSIBILITIES

  • Train all Call Centre support agents on current and new products.
  • Have meetings with Subject Matter Experts on new products.
  • Create and maintain a POR that will be presented to Call Center Managers
  • Develop, deliver and maintain training courses using Adult Learning methodology
  • Develop and deliver course assessment(s) to ensure knowledge transfer
  • Create and maintain customer service standards course material
  • Maintain all prescribed training records
  • Maintain the training facilities (student PCs, cabling requirements, testing systems, telephones etc.)
  • Work in conjunction with Call Center to ensure policies and issues/resolutions align with course content
  • Maintain knowledge of new software versions/ technologies and stays up to date on current events at all Guest-Tek properties
  • Verifying Trainees are following proper policies and procedures set by the Support and Technical Services management
  • Be accessible to Trainees to address their concerns
  • Assist with the implementation of new and/or improved support processes
  • Contribute to the Call Center Wiki Knowledge Base
  • Additional projects and/or duties as required
  • Assist in the development and maintenance of a high performing team
  • Communicate effectively with all levels of the organization; verbally and written

QUALIFICATIONS

 

 

  • 1 – 2 years of training experience with technical content or equivalent experience
  • Course development and preparation experience for technical training and /or equivalent experience
  • Excellent interpersonal skills
  • Excellent Team player
  • Good working knowledge of network topologies
  • Demonstrated exceptional attention to detail and ability to work as part of a team
  • Superior communication and interpersonal skills
  • Superior analytical and reporting skills (written/verbal)
  • Proficient with the use of Microsoft Office
  • Knowledge of various Operating Systems (Windows, Linux, MAC)
  • Capable of effectively coordinating with employees in remote locations
  • Positive, “can-do” attitude
  • Results driven approach
  • Motivated, reliable, and goal oriented with a proven dedication to customer care excellence
  • Exceptional organizational skills, and the ability to multitask with attention to detail
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