Training Specialist

Astound Broadband Job Postings • San Marcos, TX

14d • $49,000 - $74,000 • Hybrid

About The Position

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world. At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers—delivering reliable connectivity and groundbreaking digital experiences. Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve. We offer a robust benefits package that includes rewards, recognition programs, and employee discounts—ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere. Where you will work: This is a hybrid opportunity! This position will sit in San Marcos, Texas. A Day in the Life of the Training Specialist: Provides remote and onsite direct training of new hires and proficiency training for existing Call Center personnel utilizing various training tools such as verbal instruction, role-play and online modules. Provides training for a universal model program consisting of Sales, Billing, Retention and Technical support for voice, video, data and mobile. Provide leadership training and direction to supervisory staff as needed. Utilize development applications to create dynamic online training modules and learning exercises. Develop and modify all training documentation as required. Assist in monitoring new individual’s performance vs. expectations. Review curriculum gaps to improve learner performance. Makes initial evaluation of job performance and works with supervisors to determine best practices. Provide supervision of employees during training by tracking attendance, addressing appropriate behavior, and documenting performance and development needs. Administers learning schedules, calendar and maintains participant records. Participate in the evaluation of test equipment and tools. Proactively organize and develop, or obtain, training procedure manuals and guides and course materials such as handouts and visual materials. Sharing new training ideas with leadership. Gauge the effectiveness of training materials through survey, performance review, focus groups or feedback sessions. Work closely with CC Leadership team to assess the impact of training courses on staff performance and customer satisfaction. Other duties as assigned by management.

Requirements

• Relevant Work Experience: 3 – 4 years training experience preferred.
• Expansive product knowledge of all Astound commercial and residential products preferred.
• Instructional design experience is a plus.
• Basic working knowledge of computers and software specifically Microsoft Office Products such as Word, Excel, PowerPoint.
• Prior experience with Telecommunications Software ICOMS preferred.
• Excellent verbal, written and oral communications skills
• Organizational skills are a must.
• Must be able to handle multiple projects with varying degrees of complexity and urgency.
• Excellent presentation skills.
• The ability to travel depending on needs of the business, time of year and specific training needs. Duration and locations may vary.
• Education and Certifications: High School diploma, or equivalent experience, Bachelor’s Degree Preferred.
• Certification: Accredited training certifications are a plus.
• Work-from-Home Requirements: Dedicated, private room in your home that is quiet during work hours.
• Internet connection of 50 MB or more, which is hard-wired (Ethernet connected) from the modem to your company PC.
• Astound will provide all computer equipment.
• Your desktop work surface must have room for 2 PC monitors.
• In the event of disruptions resulting in a poor Internet connection or in-home disruption, you will be required to work from the office.
• Employees must live within a 60 mile commuting distance from the San Marcos, TX office.
• You will be required to sign a written form to acknowledge these work-from-home requirements.
• You must have a personal cell phone to install a security application.

Responsibilities

• Provides remote and onsite direct training of new hires and proficiency training for existing Call Center personnel utilizing various training tools such as verbal instruction, role-play and online modules.
• Provides training for a universal model program consisting of Sales, Billing, Retention and Technical support for voice, video, data and mobile.
• Provide leadership training and direction to supervisory staff as needed.
• Utilize development applications to create dynamic online training modules and learning exercises.
• Develop and modify all training documentation as required.
• Assist in monitoring new individual’s performance vs. expectations.
• Review curriculum gaps to improve learner performance.
• Makes initial evaluation of job performance and works with supervisors to determine best practices.
• Provide supervision of employees during training by tracking attendance, addressing appropriate behavior, and documenting performance and development needs.
• Administers learning schedules, calendar and maintains participant records.
• Participate in the evaluation of test equipment and tools.
• Proactively organize and develop, or obtain, training procedure manuals and guides and course materials such as handouts and visual materials.
• Sharing new training ideas with leadership.
• Gauge the effectiveness of training materials through survey, performance review, focus groups or feedback sessions.
• Work closely with CC Leadership team to assess the impact of training courses on staff performance and customer satisfaction.
• Other duties as assigned by management.

Benefits

• 401k retirement plan, with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
• Floating Holiday: 40 hours per year
• Paid Holidays: 7 days per year
• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
• Tuition reimbursement program
• Employee discount program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees