Technical Support Trainer
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Position Title: Technical Trainer

Job Location: Clark Freeport Zone, Pampanga
 

Why we’re awesome?

SupportNinja is redefining the outsourcing space. Our mission is to “Show the World a Better way to Outsource”. What does this mean? 

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors. 

We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits. Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more.

Be a Ninja and enjoy the following benefits:

  • Fun, fast-paced environment where you can stretch your creativity
  • Stress-free start up accounts
  • HMO upon hire + 1 dependent upon regularization!
  • Life Insurance upon hire
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary

Job Responsibilities:

  1. Foster and maintain a positive and professional learning environment.
  2. Conduct training for all generally applicable courses using a variety of training methods and styles (i.e., Adult Learning Theory) to ensure retention and transfer of learning. Such courses include Account Orientation.
  3. Amend and revise programs as necessary, to adapt to changes occurring in the work environment.
  4. Develop specialized coursework with the approval and direction of shoreside Training and Development.
  5. Provide mentoring to improve performance and follow-up information to assist coaching and support for management.
  6. Ensure all statutory training requirements are met.
  7. Create innovative curricula to support key business initiatives.
  8. Partner with the Team Managers, to bring new hires from the classroom to proficiency on schedule and at the quality.
  9. Deliver projects and motivate trainees through effective facilitation
  10. Understand e-learning techniques usage and relevance.
  11. Working hand-in-hand with the account management team in coordinating with clients on how their system works and other training needs of representatives that will be assigned to them.
  12. Facilitate training programs for new and current employees
  13. Participates in learning activities and professional development to improve individual skills
  14. Driving and primary focus of this role is to maintain and enhance employees’ knowledge, skills and ability to achieve service excellence.
  15. Oversees the Planning of Training and works with Clients to schedule training sessions.
  16. Ensure trainees' adherence to the company’s Training Agreement.

Qualifications:

  1. Excellent facilitation skills
  2. Strong communication skills
  3. Flexible organizational skills
  4. Strong analytical and planning skills
  5. A passion for continuous learning
  6. Possess strong interpersonal skills
  7. Excellent problem-solving skills
  8. Knowledge in supporting both customer and technical support campaigns
  9. Ability to use Learning Management System (LMS)
  10. Module, Workflows, and Training Materials creation skills
  11. Ability to use Google Suite and Microsoft Office

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.