sr. Technical Support trainerNICE Systems

Position at NICE CXone
Sr. Technical Support Trainer
Location: Taguig City
The Sr. Technical Support Trainer has the primary duties of creating, developing and enhancing training programs and curriculum for new hire and production engineers. This role also requires facilitation of training for new hire employees as needed; provide coaching and feedback for the development of new hires to help promote a customer-centric environment. The Senior Trainer is also expected to run program-level initiatives and work closely with various business segments for continuous improvement of NICE CXone Technical Support Staff. This role will work closely with Operations to understand and identify learning gaps of new and existing products, implement and execute strategies through training and development to improve the efficiency of Technical Support staff. This role is also an organizational leader and is expected to evaluate, mentor and coach, and manage the performance of Trainers to ensure the successful transition of new hires to Operations.
Major Functions/Responsibility
Conducts and facilitates training and onboarding for newly hired Technical Support Engineers as needed.
Coordinates and provides ongoing training for Technical Support Staff, working with subject-matter resources for specialized and additional training as needed.
Works with Domain Experts and other leaders to scope Technical Support training and onboarding needs.
Cares for administrative and logistics tasks related to new hire training and onboarding
Collaborates with Operations in product knowledge assessment of new hire employees on their 5th-month review.
Provides product training and customer-centric upskilling of Technical Support Engineers aligned with the NICE CXOne's core values.
Develops and organizes training manuals, multimedia visual aids, and other educational materials.
Identify improvement to Training curriculum, continuous upskill programs and provide recommendations to improve the efficiency of Technical Support Engineers
Updates and revises course content and teaching methodology in order to maintain relevance.
Maintains familiarity with current texts, materials, teaching aids, and techniques relative to courses within the discipline and recommends their adoption when appropriate.
Actively seeks ways to improve content.
Follows the Company Code of Ethics and inContact policies and procedures at all times.
Communicates in an effective and professional way with customers in and outside of inContact.
Works with Domain Experts and other departments including product teams to prepare support curriculum for product updates and releases.
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Education Requirement:
Bachelor's degree in Human Resource Management, Business Management, or related field or equivalent work experience required.
Experience Requirement:
6+ years of people management in a customer service/technical support environment
4+ years of employee or customer training experience
Experience delivering Instructor-Led Training and Distance Learning
Foundation in adult learning styles
Excellent verbal/written communication skills and strong relationship-building skills.
Experience providing advanced technical support to customers' IT and contact center staff who use our suite of contact center software solutions
Experience Preferred:
Prior consulting experience
Experience developing ILT and eLearning training
Experience using Adobe Flash, Captivate, Camtasia, or other content developing tools
6+ years of employee or customer training experience ​
With NICE, it's never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world's #1 cloud-native customer experience platform, CXone, we're a worldwide leader in AI-powered contact center software. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform-and elevate-every customer interaction.
NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.
NICE Systems

Taguig City, Metro Manila
Permanent
Full-time