Job Description

Outreach and Documentation for all tasks

o Document outreach for incoming requests on the Installation 2019

spreadsheet. (Cross Training)

o Document outreach for incoming requests in Zoho Desk. (Cross

Training)

o Document attendance (Zoho Ticket, Internal Training Schedule)

Creating, Updating, and Maintaining Knowledge Base Articles

o Create new Knowledgebase articles every week.

o Document KB articles in Zoho WorkDrive.

o Unpublish Knowledge Base Articles for DevOps to review and publish.

o Update existing Knowledgebase articles every week.

o Formatting Knowledge Base Articles provided by other trainers.

Resolving and Closing Individual Open Tickets

o Address items in Zoho Desk: Unassigned Open Tickets.

Constant feedback to improve Team Processes

Weekly 1-On-1 meetings

o Compose agenda and talking points for weekly 1-on-1 meetings with

supervisor.

o Review and complete 1-on-1 action item documentation after each

meeting.

Weekly Team Meetings

o Must attend weekly team meetings with the camera on.

o Provide feedback to improve processes.

o Share feedback on the week's training, meetings, and outreach that

will be valuable for the team and company.

Cross Training

o Provide coverage for External Training team members in the event of

an absence of External Training team members.

o Respond to external requests for training information and materials.

LMS Maintenance for the Quizzes

o Creating Quizzes for every internal training session.

o Updating quiz scores onto the score sheet

Backup for the Trainers

P a g e 2 | 2

New Hire Training

o Conduct a Six-Week course.

o Provide the manager with an overall summary of each new hire.

? All the quiz scores

? List of pros and cons of the new hire.

? A summary of new hires onto one document

o Pull weekly reports to provide to the manager.

? Total number of tickets

? Total number of escalations

? Call durations.

Internal Training

o Conduct weekly internal training focused on the Support Department.

o Track quiz scores and identify trends.

? Conduct outreach to individuals that need additional training.

o Provide internal training to the Training department.

? On a rotation basis for the entire Training Team.

? Topic to be determined by the individual and the manager.

Preferable Process Trainer sales force experience.

Job Types: Full-time, Permanent

Pay: ?30,000.00 - ?50,000.00 per month

Benefits:

• Health insurance
• Leave encashment

Schedule:

• Fixed shift
• Night shift

Supplemental Pay:

• Overtime pay

Education:

• Bachelor's (Preferred)

Experience:

• Teaching: 1 year (Preferred)
• total work: 1 year (Preferred)

Language:

• English (Preferred)

Work Location: In person