Training And Development Specialist
Phoenix Az
* Train, support, coach, and develop new support technicians from new hire training through transition academy, to the call center floor.* Provide continuing education on new devices.* Collaborate with the training manager to design, deliver, and evaluate the success of both the new hire and continuing education classes such as PSS Device/OS Certification, and new process and product introduction training.* Assist with updating training material to keep current with new training topics and techniques. This includes training materials, facilitator guides, new technician job aides, and other course materials.* New process and product introduction training for existing employees.* Coach and mentor technicians on call quality and productivity.* Track and provide accurate and timely documentation on technician performance, behaviors, and readiness.• Responsible for supporting the Premier Support Solutions (PSS) training goals and objectives• Creates training materials including trainer guides and participant workbooks, new agent job aides, and other course materials for PSS Device/OS Certification, new process and product introduction training • Oversees and takes responsibility for the entire six week program for new employees from New Hire training all the way through Transition Academy and to the call center floor