What are the responsibilities and job description for the Technical Support Trainer position at Conexon?
Description
Conexon is a leading provider of innovative Fiber-to-the-Home (FTTH) solutions, empowering rural communities with high-speed broadband connectivity. Our mission is to bridge the digital divide and bring reliable, high-speed internet access to underserved areas across the United States. As we continue to expand our footprint, we are seeking a dedicated Technical Support Call Center Trainer with expertise in Telecom, emphasis on FTTx solutions to join our team and contribute to our mission-driven work.
We are looking for a dynamic Technical Support Call Center Trainer to develop and deliver comprehensive training programs for our technical support team. The ideal candidate will have a passion for rural broadband, excellent communication skills, and a proven track record in training and development. As a Technical Support Call Center Trainer at Conexon, you will play a pivotal role in ensuring our support team is equipped with the knowledge and skills needed to provide exceptional service to our rural broadband customers.
Requirements
Key Responsibilities:
- Customized training program development: Create tailored training materials, modules, and courses specifically focused on Conexon's FTTx solutions, covering topics such as network design, deployment processes, troubleshooting techniques, and customer service standards.
- New hire onboarding: Facilitate comprehensive orientation sessions and training workshops for new technical support team members, ensuring they understand Conexon's mission, values, and commitment to rural broadband access, as well as the technical aspects of our FTTx solutions.
- Ongoing training and skills enhancement: Organize regular training sessions and workshops to keep existing support staff updated on the latest developments in Conexon's technologies, including software updates, network optimizations, and best practices for customer engagement.
- Performance evaluation and feedback: Design and implement performance assessments, simulations, and role-playing exercises to evaluate the proficiency of support team members in handling customer inquiries and technical issues. Provide constructive feedback and coaching to help individuals improve their performance and customer interaction skills.
- Knowledge management: Maintain a centralized repository of training materials, documentation, and resources, ensuring that information is accurate, up-to-date, and easily accessible for support team members.
- Continuous improvement initiatives: Gather feedback from support team members, supervisors, and customers to identify opportunities for enhancing training programs, processes, and tools. Implement changes and updates as needed to improve the effectiveness and relevance of training initiatives.
- Cross-functional collaboration: Collaborate closely with other departments within Conexon, including network operations, customer service, sales, and marketing, to ensure alignment between training initiatives and organizational goals. Coordinate closely with subject matter experts to incorporate technical updates and changes into training materials and programs.
- Stay informed about industry trends: Stay abreast of developments in the telecommunications industry, particularly related to rural broadband and FTTx technologies. Actively seek out opportunities to enhance your own knowledge and skills and incorporate relevant industry trends and best practices into training programs.
Qualifications:
- Bachelor's degree in a relevant field or equivalent work experience.
- Proven experience in technical support or a related field.
- Excellent communication, presentation, and interpersonal skills.
- Strong training and coaching abilities, with a track record of developing and delivering effective training programs.
- Experience with learning management systems (LMS) and e-learning platforms preferred.
Conexon is an equal opportunity employer and welcomes candidates from diverse backgrounds to apply.
If you are passionate about rural broadband access, customer service excellence, and empowering others through training and development, we encourage you to apply for the position of Technical Support Call Center Trainer. Join our team and be part of our mission to connect rural America with high-speed internet access.
