Technical Trainer Jobs

About The Position

Requirements

• An associate degree in Communications, I.T., or Education, or experience in the telecommunications industry providing troubleshooting-related customer service, technical support, or relevant training.
• Established residency in Pennsylvania.
• Valid Pennsylvania driver’s license and a good driving record.
• Understanding of Cable TV, Internet, Digital Phone, Wi-Fi, and home security, especially equipment connectivity and functionality.
• Commendable proficiency with monitoring and troubleshooting tools such as ICOMS, SLICC, CAMP, and iGlass.
• Background delivering quality, relevant training both hands-on and via Zoom, with excellent participant feedback.
• Excellent oral and written communication skills.
• Excellent troubleshooting and problem-solving skills.
• Excellent project management skills.
• Excellent organizational and time-management skills.
• Excellent data-entry and computer skills, including Microsoft Office programs and Basecamp.
• Ability to provide efficient and effective documentation and presentations.
• Ability and willingness to continue learning service offerings, delivery methods, and relevant troubleshooting skills from vendors and technical departments.
• Ability to work independently and as part of a team in a fast-paced environment.
• Ability to adapt to change, create solutions, and implement changes.
• Ability to maintain a cooperative, professional, and positive attitude toward customers, management, and coworkers.

Responsibilities

• Lead troubleshooting training days at the Mahoning Contact Center and attend retraining days and individual remedial training efforts.
• Support live troubleshooting training calls alongside the Customer Service Training Department.
• Prepare troubleshooting classes for new hires in Customer Service departments.
• Create class accounts and coordinate with new hires attending in-person training.
• Coordinate and communicate with the Customer Service Training Department about current troubleshooting concerns, training needs, known issues, new product launches, and critical product changes.
• Participate actively in troubleshooting and communication with the Level II Technical Support team to stay current on product knowledge and troubleshooting skills.
• Research and solicit feedback from the Level II Technical Support team about troubleshooting concerns and questions arising from interactions with Customer Service and technicians, and apply that information to future training and documentation.
• Travel quarterly to each Blue Ridge Retail Office to build confidence in troubleshooting, support local training needs, gather feedback, and ensure follow-up is tracked and provided.
• Manage time-sensitive product training and troubleshooting updates.
• Perform other duties as assigned.