As a Technical Trainer for Global Support, you will play a crucial role in enhancing the skills and knowledge of technical support teams. Your primary responsibility will be to design, develop, and deliver training programs that empower support staff to provide exceptional assistance to customers. You will work closely with the technical support leadership team to identify training needs, create engaging materials, and facilitate training sessions. Additionally, you will be responsible for evaluating the effectiveness of training programs and making continuous improvements to ensure the team stays current with technology and best practices.
Key Responsibilities:
Training Program Development:
Design and develop comprehensive technical support training programs aligned with the organization's goals and objectives.
Create training materials, including manuals, presentations, videos, and online resources.
Content Delivery:
Conduct engaging and interactive training sessions for technical support staff, both in-person and virtually.
Utilize a variety of instructional techniques to accommodate different learning styles.
Provide hands-on training for technical tools, systems, and customer support processes.
Needs Assessment:
Collaborate with technical support managers to identify training needs and gaps in knowledge or skills.
Stay updated on industry trends, product updates, and customer feedback to incorporate relevant information into training programs.
Feedback and Evaluation:
Implement assessment methods to measure the effectiveness of training programs.
Collect feedback from trainees and use it to refine and improve training content and delivery.
Documentation and Reporting:
Maintain accurate records of training sessions, attendance, and performance evaluations.
Prepare regular reports on the impact of training programs, identifying areas for improvement.
Continuous Improvement:
Stay informed about emerging technologies, industry best practices, and customer support trends.
Collaborate with the technical support team to update training materials and adapt programs to meet evolving needs.
Collaboration:
Work closely with other departments, such as product development and customer success, to ensure alignment in training strategies and objectives.
Qualifications and Skills:
Bachelor's degree in a relevant field or equivalent work experience.
Proven experience in technical support or a related field.
Strong knowledge of the products, services, and technologies the technical support team handles.
Excellent communication and presentation skills.
Demonstrated ability to create engaging and effective training materials.
Experience with instructional design and adult learning principles.
Detail-oriented with strong organizational and time management skills.
This role is essential in ensuring that technical support teams are well-equipped to handle customer inquiries effectively and maintain high levels of customer satisfaction.
DIGITAL WAYS TO A CLEANER WORLD
Do you want to work for a company with Irish roots and a global impact? A leader in environmental services, AMCS is a trailblazing software company that guides and supports other businesses on their journey towards sustainability.
AMCS leads the way
The AMCS team is at the cutting edge of technology. Companies come to AMCS to achieve their sustainability strategies as we help companies to reduce their carbon footprint and work in a more environmentally conscious way. AMCS has created digital ways to a cleaner world.
What we do
AMCS is a global leader for integrated software and vehicle technology for the environmental services industry. AMCS delivers enterprise cloud-based software solutions worldwide supporting over 5,000 customers in 23 countries. AMCS employs over 1200 people across 22 countries, headquartered in Ireland with offices in North America, Europe, Australia & Asia
Our people
AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start-up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.
Join us drive a more sustainable future and enjoy these benefits:
Health insurance covering up to three dependents upon regularization
Employee shuttle service
On-site food and free flowing coffee
Allowances
Comprehensive learning and development platform that provides on-the-job training on key skills with the ability to regularly self-assess and track your progress centrally