Trainer

Essential Functions & Responsibilities: Assess training needs, determine learning gaps, recognize learning opportunities and, develop and deliver training/coaching to affect performance Effectively facilitate learning using a wide variety of delivery methods appropriate to the audience/situation, including Instructor-led training, workshops, job-aids, Net-meetings and E-Learning. Develop and deliver all in-channel training to frontline employees on product, process and performance affecting initiatives Develop, manage, and communicate training plans for your customer segment Analyze and access training needs, recognize learning opportunities and develop and deliver training to meet the requirement Provide post-training support, follow up and coaching to frontline employees and team members Represent the channel regarding training on channel impacting initiatives Develop “out of the box” delivery methods for continuation training, including net meetings, job aids, e-learnings, etc. Provide coaching to improve learning Complete post training evaluations to ensure that training “meets the mark” Apply business and industry knowledge to training solutions Conduct needs analyses to determine learning opportunities and performance affecting roadblocks. Promote an active and engaged learning environment throughout the channel Work closely with the QA Team to determine training requirements Perform other tasks that may be required by Operations and the clients NOTE: Flexibility in work hours will be required to accommodate business needs and deadlines Required Experience, Skills & Education: Background supporting an Australian account Customer Service and Technical Support best practices knowledge Proven experience in developing and delivering training Expert level PC skills, including MS Windows application such as Word, PowerPoint and Excel, Outlook, etc. Understanding of current Business processes, products, tools, technologies, and roles in the Service Desk environment is an advantage Technical knowledge of desktop hardware and software and data/IP products and services Ability to analyze system operation, application, PC and network problems. Experience in using and/or trouble shooting Windows 2000, XP and NT problems in desktop, server, and network areas Experience with UNIX/Windows servers, mainframe subsystems, Citrix and/or Active Directory environments would be considered assets. Working knowledge of LAN/WAN technology, TCP/IP, VPN, Cisco environments Ability to exercise sound judgment in decision making and flexibility in adapting to changing priorities Ability to apply business and industry knowledge to training decisions and solutions Strong written and interpersonal skills, ability to work productively with all levels of employees Ability to work collaboratively in a virtual team environment Ability to introduce and sustain innovative training techniques Strong organizational and presentation skills Strong written and interpersonal skills, ability to work productively with people of all levels Ability to work independently with minimal supervision and also effectively as part of a team Ability to perform job functions effectively under stress and pressure Ability to adapt quickly to new technologies and situations Bias for action and a proven track record of success Enthusiastic, focused, lateral thinking and highly motivated Ability to effectively prioritize and execute multiple tasks in a fast-paced environment where change is a way of life Ability to effectively lead and enable change