Support Services Trainer

Due to continuing growth, Michigan Broadband Services is seeking an experienced Support Services Trainer to join our team. This position can be based out of our Iron Mountain, Carney, or Escanaba, MI offices, with travel across our service area. It reports to the Technical Support Manager.

About the Role

Reliable internet isn't a luxury in the Upper Peninsula. It's how our customers work, learn, run their businesses, and stay connected to family. Every conversation our support teams have with those customers is only as good as what they were taught.

As Support Services Trainer, you'll build the skills and knowledge that let our Technical Support and network operations teams solve customer problems the first time. You'll design and deliver onboarding and ongoing training, build a knowledge base our technicians and customers actually use, and run our learning management system. Many of our new hires come from outside the industry, so you'll turn people with curiosity and drive into confident troubleshooters, and help experienced technicians keep growing.

We're building our training and knowledge programs nearly from the ground up, so this is a chance to design how a growing team learns. We measure this role by what our teams can do and what our customers experience, not by how many courses get completed.

Schedule, Location, and Travel

• This role primarily works weekday business hours, with flexibility to train our weekday, weekend, and extended-hours shifts as needed.
• Our teams work across the Upper Peninsula and Michigan, so this role includes regular travel within our service area, along with virtual training for distributed team members.
• Schedules may evolve as our team and business needs grow.

Key Responsibilities

Design and deliver training

• Build and deliver onboarding for our Technical Support Specialists, NOC Technicians, and other support roles, including new hires with little or no technical background.
• Design training around real customer scenarios and the skills each role needs, not slide decks and memorization.
• Use blended methods: instructor-led sessions, hands-on labs, simulations, shadowing, and a supported transition before technicians work on their own.
• Deliver ongoing training for new services, equipment, tools, contact channels, and process changes, in person and virtually.

Build learning paths that support growth

• Develop clear skill paths for each role and level, so team members can see exactly what it takes to grow.
• Create skill validations that confirm technicians can actually do the work before advancing.
• Support onboarding for part-time, college-program, and other team members as those programs develop.

Own the knowledge base

• Build and maintain our internal knowledge base, and develop customer-facing help content so customers can solve common issues on their own.
• Set standards for article structure, accuracy, ownership, and review so content stays current and trustworthy.
• Make knowledge capture part of the daily workflow, partnering with senior technicians, network engineering, and subject matter experts to turn tribal knowledge into documented, repeatable solutions.

Run our learning management system

• Administer course content, learning paths, enrollments, and completion tracking.
• Report on training progress and readiness for new hires and existing staff.

Connect training to results

• Work with quality reviews, team leads, and customer feedback to spot skill gaps, then build targeted training and coaching to close them.
• Measure whether training changes on-the-job performance, and refine programs based on what you learn.
• Prepare teams ahead of new tools, AI-assisted workflows, contact methods, and service launches so customers experience a smooth transition.

What Success Looks Like

In this role, success means:

• New hires reach confident, independent performance faster, and they stay.
• People new to the industry become capable technicians through your programs.
• Technicians resolve more issues on first contact because they were taught how to troubleshoot, not just what to click.
• Technicians find answers in the knowledge base quickly, and trust what they find.
• Customers solve common issues on their own using our help content.
• Teams are ready on day one when new tools, services, or contact methods launch.

How we measure it: time to proficiency, new-hire retention, first contact resolution and repeat contact after training, escalation quality, and knowledge base use and accuracy. Course completions support the picture, but they aren't the goal.

Qualifications

Required

• Seven or more years of experience in technical support, network operations, or a related technical field, including at least four years in a dedicated training, instructional design, or learning and development role in a technical environment.
• Proven experience building training programs, including onboarding, learning paths, and skill validations, not just delivering existing content.
• A strong technical foundation in networking and broadband services, with the credibility to train both entry-level and senior technicians.
• Hands-on experience with instructional design methods such as ADDIE or SAM, and with measuring training effectiveness using models such as Kirkpatrick.
• Experience building or managing a knowledge base, including content standards and review.
• Experience administering a learning management system.
• A track record of training people new to technical work into capable, independent performers.
• Excellent facilitation and communication skills, in person and virtually.
• Ability to travel within our service area as needed.

Preferred

• Experience in ISP, telecom, or network operations environments.
• Experience with Knowledge-Centered Service (KCS) or a similar knowledge management method.
• Experience using AI tools to develop content, build practice scenarios, or support learning.
• Experience creating video, interactive, or microlearning content.
• Experience developing training for partner, vendor, or outsourced teams.
• Experience building training programs during a period of team growth.
• Certifications such as CompTIA Network+, CTT+, ATD CPTD, or KCS.

You'll Thrive Here If You:

• Light up when someone finally gets it.
• Believe anyone with drive and curiosity can learn this work, and know how to teach them.
• Would rather show someone how to think through a problem than hand them a script.
• Treat documentation like a product people depend on.
• Measure your success by what your learners can do, not what you covered.
• Stay curious about new tools and better ways to teach.

Growth Path

As our support teams grow, the Support Services Trainer will have opportunities to expand our training and knowledge programs and to grow into additional roles as our team continues to expand.

Benefits

• Medical, dental and life insurance
• 401 (k) matching
• Holiday pay
• Paid time off