ATD Sacramento - Technical Trainer - Webex

Technical Trainer - Webex - Rancho Cordova, CA

05 Apr 2016 6:55 PM | Anonymous

Technical Trainer - Rancho Cordova, CA

Description:

Job Description
The Cisco WebEx Technical Services Trainer role is responsible for training activities and deliverables supporting our internal Technical Support staff. This role will work cross-functionally enabling our support teams to successfully support our customers using Cisco WebEx products and services. This position will work on projects of moderate scope and use analysis to assist team members, leaders, and internal departments to develop training plans and content for our support organization. The successful candidate must work effectively within deadlines, inside a structured program, be flexible to business needs, and commit to completing high quality deliverables on or ahead of schedule. He/she will be a positive team player, with high energy and be willing/able to collaborate closely with team members, whether responding to other requests, or asking for assistance.

Job Role Specifics:
• Coordinate, develop, and deliver Instructor Lead Training
• Working knowledge of industry standard training development and delivery methodologies – i.e. ADDIE model (Analyze, Design, Develop, Implement, and Evaluate)
• Communicate and work effectively with staff at all levels of the organization and cross-functionally
• Hands on experience in developing/repurposing content and delivering via blended delivery models (ILT, web based, on-demand (pre-recorded), self-paced, etc.)
• Conduct assessments and create training material content for Technical Services teams with degrees of audience knowledge
• Administer written and practical exams and writes performance reports to evaluate trainees
• Work with trainees and their immediate manager to ensure a smooth transition from trainee to live support of customers
• Effectively manage multiple engagements/projects in varying sizes and stages of fulfillment
• Track and report on training courses, classes, and learner comprehension
• Contribute to the design, delivery, and support of the overall New Hire and New Product Introduction training strategy
• Collaborate with Cisco WebEx Technical Support Trainers, Readiness, and Knowledge Base teams
• Assist in gathering requirements for Training requests and continued improvement of existing Training assets.
• Provide daily, weekly, and monthly status reports of trainee progress, areas of opportunity, and deliver constructive feedback both face to face and in writing
• Maintains an excellent and conducive work relationship with the leaders in the organization and extends support wherever needed

Successful candidate will have the following skills and experience:
• Exceptional communication and customer service skills are required as well as advanced organization, time management, and analysis skills
• Technically astute, willing and able to pick up technology and concepts and develop training and content
• Effective listening and strong communication skills (both verbal and written)
• Experience with training delivery in a technical support contact center is a plus
• Comfortable in a fast-paced, self-guided, dynamic and demanding environment
• Ability to understand, demonstrate and discuss Technical Support processes with trainees
• Skilled in Instructional Design methodologies with the ability to develop a course with minimal direction
• Proven skills delivering technical coursework and training across various knowledge levels
• Applied experience with LMS systems, course management, and reporting a plus
• Hands-on experience with common operating systems (Windows, Mac)
o Experience with Linux operating systems a plus
• Mastery level knowledge of Microsoft PowerPoint and working knowledge of Microsoft Office applications
• Experience with SaaS business models and delivery methods, including working knowledge of networking, system architecture, and client side software
• Knowledge and experience with Unified Collaboration technologies and enterprise collaboration tools
• Ability to effectively manage time and provide consistency in all engagements
• Ability to collaborate effectively with team to enhance methodology practices and overall service delivery
• Ability to convey confidence and authority internally, as a subject matter expert (SME) for Cisco WebEx applications and services
• Willingness to flex into other projects and learn on the go
• Creativity in providing solutions to competing priorities and deliverables with short timelines
• Strong understanding of the use and configuration of Internet browsers, specifically IE, Firefox, and Chrome
• Basic understanding of various audio products; VOIP, IP phones, teleconference are highly desired
• Experience in explaining complex concepts to staff members with varying degrees of experience of SaaS based products
• Working knowledge of web based protocols and communication (HTTP, DNS, SSL, TCP/IP, SMTP, HTML)
o Working knowledge of programming concepts (REST API, XML, JSON) a plus

Desired Skills
• Instructional Design Certification desired
• Bi-lingual is a plus
• CCNA certification is a plus
• BA/BS preferred

Job Type: Experienced

Opportunity Category: *None

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