Trainer

  • location: Columbus, OH
  • type: Contract
  • salary: $31 per hour
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job description

Trainer

job summary:
Description:

Executive Summary:


The Service Desk Trainer is responsible for the Agent training program. The Agents are the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Trainer is focused on delivering the curriculum to Agents in order to provide best in class customer service, achieve high levels of first call resolution, and identify opportunities to streamline/automate Agent process.

Job Description:

· Responsible for the Level 1 training program which is given to all new-hire employees of the Service Desk, as well as responsible for the Level 1 continuous training program.

· Develop content workflow for level 1 training program.

· Actively create/update training materials and support documentation as needed.

· Assist in the development and maintenance of training material, e-learning courses and on-demand training modules.

· Conduct on-site classroom training, smaller group training and virtual online training.

· Evaluate trainees, providing targeted feedback to improve performance and training materials.

· Support management team in identifying trends for continuous improvement benefiting the customer's experience.

Skill Description:

· Experience in adult education required.

· Call center experience required.

· Excellent written and oral communication skills required.

· Experience with Microsoft Office Products, and general office computing tools required.

· Bachelor's Degree or equivalent experience required.

· Experience in the Financial Services Industry is a plus.

 
location: Columbus, Ohio
job type: Contract
work hours: 8 to 5
education: Bachelor's degree
experience: 2 Years
 
responsibilities:
· Responsible for the Level 1 training program which is given to all new-hire employees of the Service Desk, as well as responsible for the Level 1 continuous training program.

· Develop content workflow for level 1 training program.

· Actively create/update training materials and support documentation as needed.

· Assist in the development and maintenance of training material, e-learning courses and on-demand training modules.

· Conduct on-site classroom training, smaller group training and virtual online training.

· Evaluate trainees, providing targeted feedback to improve performance and training materials.

· Support management team in identifying trends for continuous improvement benefiting the customer's experience.

 
qualifications:
· Experience in adult education required.

· Call center experience required.

· Excellent written and oral communication skills required.

· Experience with Microsoft Office Products, and general office computing tools required.

· Bachelor's Degree or equivalent experience required.

· Experience in the Financial Services Industry is a plus.

 
skills: Other:
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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