Trainer Call Center Operations

Training & Development Specialist

 

For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued.

We help people do more with their technology and stay connected on all of their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix any technology issues they have and protection of their devices to ensure they quickly get a replacement or repair if anything does go wrong.

What you will be doing:

This position is responsible for supporting all training goals and objectives. The trainer will train, support, and develop new technicians while overseeing the day-to-day administrative responsibilities of new hires as they transition from new employee orientation through training to full production. This includes training new hire classes, providing continuing education, as well as administering new hire ticketing, IT support facilitation, and other tasks as needed to support new hires and the Training and Development Supervisors.

This position includes covering a wide variety of topics including a broad array of consumer electronics, their use, and troubleshooting as well as expert knowledge of the administrative side of training. Duties also include assisting the Instructional Design team in the creation, review, and updating of training content.

This team member must ensure that all work is performed properly and in a timely manner. Must be able to work a flexible schedule as business needs ask and be willing to travel to conduct training as necessary. Daily, assess overall workload for any area that needs help, and assist coworkers without being reassigned by their manager. Training is a critical role for Asurion, and the effective training of students directly affects key business metrics like Employee Attrition, NPS, First Call Resolution, and Customer Resolution Time.

Essential Duties and Responsibilities:

• Takes administrative responsibility for new employees from New Hire training through to full production. The New Hire total training experience is 6 weeks. 
• Is responsible for ensuring proper submission of tickets, new hire troubleshooting, and other administrative duties as required by training 
• Helps to facilitate classes as needed 
• Excellent leadership skills (including meeting facilitation, time management, organizational skills, and ability to impact others) and demonstrate a high degree of collaboration with peers and team members 
• Collaborate with direct Manager to design, deliver, and evaluate the results of both the new hire and continuing education classes 
• Certification, and new process and product introduction training 
• Assists with updating training material to keep current with new topics and techniques 
• Maintains a meaningful relationship with Operations team to impact customer experience, this also includes maintaining full production proficiency 
• Maintains positive working relationships with direct Manager and management team 
• Perform other duties as may be required or necessary 
• Assign assessments in Learning Management System and run reports upon completion 
• Must be highly organized, have excellent writing skills 
• Organizes classes, submits tickets, and ensures full support of the Training and Development Coaches 
• Schedules speakers to conduct technical or job-specific training 
• Assists in the sharing of best practices among the Learning & Development team across all sites 
• Manages projects as needed 
• Must be willing to work flexible hours, potentially including nights and weekends
• Must be willing to travel up to 75% of the time during site ramp and 25% during steady state for periods of up to six weeks at a time 
• Must be able to work in a dynamic, team environment 
  
  

Here’s what you’ll bring to the team:

• Bachelors Degree in OR equivalent combination of education and experience
• 2+ years hands-on experience with mobile devices, tablets, computers, digital cameras, GPS navigation, televisions, home audio, and/or appliances preferred
• 1+ years of experience in the next-gen technologies related to cloud, mobile, social, or big data
• 1+ years of experience with administrative duties including submitting IT tickets and managing data
• 1+ years people leadership or training experience a plus
• Training certifications a plus
• Demonstrated professionalism in maintaining confidentiality
• Detail orientation and able to handle multiple priorities and deadlines
• Excellent interpersonal/communication with all levels of management
• Proficiency using MS Office, with advanced knowledge of Excel, PowerPoint, Outlook, and Word preferred
• Proficiency in using MS Lync, WebEx Training Center, and SMART Classroom Suite preferred
• French, French Canadian, or Spanish as a fluent second language a very large plus
  
  

We take care of you (benefits/perks):

• Competitive pay and benefits including health, dental, and vision
• Retirement savings plan
• Paid time off
• Continuing education support
• Ongoing training to grow your skills
  
  

About Asurion

Asurion helps people protect, connect and enjoy the latest tech – to make life a little easier.  Every day our 19,500 experts help nearly 300 million people around the world solve the most common and uncommon tech issues. We’re just a call, tap, click or visit away for everything from getting a same-day replacement of your smartphone, to helping you stream or connect with no buffering, bumps or bewilderment. We think you should stay connected and get the most from the tech you love... no matter the type of tech or where you purchased it.

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