What are the responsibilities and job description for the Technical Trainer, eero CS position at Amazon?
DESCRIPTION
At eero we make world class products for our customers to enjoy. Behind those world class products are the teams that support end customers; customer support, field technicians, technical sales teams; ready to assist customers who have questions or need support. We’re looking for a Technical Trainer to join our team, who will own the learning experience for eero technical customer support in Boise Idaho. The ideal candidate is obsessed with the customer experience, forward-thinking with creativity and a passion for creating and delivering training.
Key job responsibilities
- Design, develop and deliver training that supports multiple modalities, including virtual, in person, and self-directed learning
- Act as the subject matter expert and field questions about policies, tools, and practices in real time
- Facilitate the collection and submission of feedback and technical issues from learners
- Partner with leaders across eero to identify areas for improvement and innovation
- Work with the broader Learning and Development team to develop training to address learning opportunities
- Meet all project and program deliverables
- Continually improve learning content in response to learner needs, feedback, and data
- Track and report on key KPIs including completion, learner retention, proficiency, and business impact
- Model all content with accessibility as a primary tenant. Reinforce inclusive presentation methods and consider all audiences in delivery
- Proactively represent customer feedback and advocate for product and process improvements
A day in the life
As a Technical Trainer for eero CS, you’ll work closely with leaders throughout the business to understand and prioritize training needs for each audience. You’ll review training materials, constantly iterating to improve the learning experience. You’ll partner with leaders across eero to understand the unique opportunities for each audience and develop training programs to improve learner performance, tracking against key business outcomes.
BASIC QUALIFICATIONS
- 3 years in a Technical Training or Learning and Development role
- University degree or equivalent experience in Adult Learning, Learning and Development, or related fields
- Strong business acumen with a track record of success
- Excellent communication skills and ability to convey insights from complex analyses to internal and external entities
- Ability to think strategically and tactically with attention to detail
- Tenacity to develop ideas independently and thrive in a fast-paced start-up environment is essential for success
- Experience developing and facilitating technical content, distilling complex topics for a wide range of audiences and levels of expertise
- Experience using authoring tools such as Storyline, Camtasia, Captivate
- Capable of working closely with data and using analytics to problem-solve
- Ability to travel both domestically and internationally (<25%)
- Ability to effectively manage time, and prioritize multiple tasks of competing priority
PREFERRED QUALIFICATIONS
- Strong preparation, organization, public speaking and classroom management skills
- Proficiency with Microsoft Office (e.g., Word, Excel, PowerPoint, etc.)
- Familiarity with the use of a Learning Management System (LMS) and with the help of multimedia in training
- Proven analytical/technical aptitude
- Prior experience with networking product lines a plus
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
