Technical Trainer - CS

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. We're looking for a Technical Trainer to join our team, who will support 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 delivering and iterating on training.


Key job responsibilities
As a Technical Trainer, you will:
- Deliver training that supports multiple modalities, including virtual, in-person, and self-directed learning, using established curricula and frameworks
- Develop and update training and knowledge content under the guidance of senior team members, ensuring accuracy and alignment with current tools, policies, and practices
- Act as a knowledgeable resource for learners, fielding questions about policies, tools, and practices during training sessions
- Facilitate the collection and submission of feedback and technical issues from learners
- Support leaders across eero in identifying areas for improvement by surfacing trends from learner feedback and session observations
- Collaborate with the broader Learning and Development team to contribute to training that addresses learning opportunities
- Meet project deliverables and milestones within established timelines
- Update and refine learning content in response to learner needs, feedback, and data
- Track and report on key KPIs including completion, learner retention, and proficiency
- Apply accessibility best practices to all content. Reinforce inclusive presentation methods and consider all audiences in delivery
- Surface customer feedback and contribute to discussions on product and process improvements
- Travel up to 10-25% of the time

A day in the life
As a Technical Trainer for eero CS, you'll work closely with your manager and team leads to understand training needs for your assigned audience. You'll deliver training sessions, gather learner feedback, and iterate on existing materials to improve the learning experience. You'll contribute to training programs that improve learner performance and support tracking against key business outcomes.

Basic Qualifications

- High school diploma, or equivalent
- Experience as a trainer and ability to manage a classroom of learners
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- 1+ years of designing and developing IT or technical training materials and content experience
- Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership
- Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines
- Experience communicating complex ideas to technical and non-technical audiences
- Experience with eLearning authoring tools and other design programs including: Storyline/Rise 360, Vyond, Adobe Creative Suite, and Camtasia
- Experience working with data and leveraging analytics to make decisions

Preferred Qualifications

- Bachelor's degree or equivalent in Instructional Systems Design, Adult Learning, Learning & Development, HR or a related discipline
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in guiding, training and mentoring others
- Knowledge of Microsoft Office including PowerPoint, Excel, and Word
- Knowledge of learning management systems (LMS) and platforms
- 1+ years of computer networking experience, or experience in similar technical roles
- Experience within a customer service/contact center environment
- Analytical/technical aptitude

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.