Technical Support Trainer (12 Month Contract)
Distributel
Edmundston, NB, CA
5d ago

​Since 1988, Distributel connects Canadians to the people, passion, and priorities that matter. By constantly challenging ourselves to simplify, add utility, and humanize the ways people do business with us, we will create a valuable experience for our customers in every way. 

Join an award-winning organization in its mission to provide a true alternative to Canadian consumers!

LOCATIONS:

  • Ottawa, Ontario
  • Edmundston, New Brunswick 
  • Montreal, Quebec

ABOUT THE OPPORTUNITY:

Reporting to the Manager of Technical Support, the Technical Support Trainer will be responsible for executing all aspects of Distributel’s training program for new hires as well as existing technical support staff.

KEY RESPONSIBILITIES:

  • Use web-based applications for hands-on exercises with use of our biller and ticketing tools
  • Research, plan, lialise with Training department to organize and execute training programs, test scenarios  and refresher programs for all;
  • Evaluate current training processes and create and implement framework for improvements;
  • Present training curriculum to Manager/Team Manager to validate that the training meets excellence standards;
  • Evaluate agent mistakes and develop solutions (resources) to avoid such mistakes from happening;
  • Plan and manage implementation of new training resources;
  • Demonstrate developed material to fellow trainers and give tips on how to go over certain subject matter;
  • Conduct training sessions covering specific topics such as use of proprietary software, customer service skills, procedure and process, and product knowledge;
  • Formulate teaching itineraries for in person and remote staff. Determine appropriate instructional methods such as individual training, group training, demonstrations, video conference and workshops;
  • Select or develop teaching aids such as training documents, multimedia visual aids (e.g. power point), computer-based exercises, and reference workshops;
  • Use a variety of instructional methods to ensure maximum delivery effectiveness, including individual, large or small group instruction;
  • Report on employee progress under guidance of Training Manager during training periods and also maintain trainee records;
  • Schedule appropriate meeting rooms for use, setup any required equipment and prepare any required physical setup;
  • Prepare and distribute training aids such as instructional material, handouts, evaluations, and visual aids;
  • Throughout the training program, monitor individual trainee calls and provide appropriate coaching to ensure standard professional etiquette is being maintained;
  • Communicate and follow up with call center representatives and ensure they are fully informed of all new information related to products and procedures;

SKILLS AND EXPERIENCE WE’RE LOOKING FOR

  • Excellent oral and written communication skills in both English and French
  • Exceptional interpersonal, listening and analytical skills
  • Strong knowledge of customer care processes and techniques and dedication to providing the best customer service
  • Demonstrated ability to work well in a team environment
  • Effective presentation and facilitation skills including creative training techniques
  • Demonstrated multi-tasking capability and proven success in fast paced environment
  • Ability to learn technology quickly
  • High degree of personal motivation and has a very strong work ethic
  • Proven organizational and time management skills
  • Flexible to work all hours of operation that include early mornings, day, evenings, weekends
  • Attendance/Punctuality - is consistently at work and on time; ensures work responsibilities are covered if absent

QUALIFICATIONS 

  • Minimum 1 year of call center experience (including general sales and customer service and strong focus on technical support, and/or call center trainer experience)
  • Experience in training and/or adult learning
  • Intermediate level of knowledge with PC hardware and software (Word, Excel, Power Point, Internet browser)

EDUCATION

  • High School Diploma or equivalent

If this sounds exciting and you want to be part of a team that believes in giving their all, APPLY NOW!  

OUR VALUES:

  • WE LOVE WHAT WE DO 
  • WE MAKE THINGS HAPPEN 
  • WE DO WHAT IS RIGHT 
  • WE CHALLENGE THE STATUS QUO 
  • WE PLAY AS A TEAM 
  • WE HAVE RELENTLESS CURIOSITY 
  • WE GIVE OUR ALL 
  • WE GET IT ALL 

HERE’S WHAT’S IN IT FOR YOU:

Experience a wealth of opportunities that only a growing company can offer by joining a dynamic team that’s vigilantly working together towards reshaping the telecommunications landscape.

  • The heart and soul of our compensation program is built from the foundation of our visionmission and values.
  • Industry-leading Corporate Medical and Dental benefits program, in addition to many other perks that make Distributel a great place to work.
  • RRSP contributions.
  • We promote work-life balance with generous PTO.
  • We provide a great work environment with organized social events.
  • You’ll have opportunities for growth & development.
  • We have great downtown locations and amazing people.

Distributel connects Canadians to the people, passion, and priorities that matter. Join us in our mission to provide a true alternative to Canadian consumers!

Diversity and inclusion are important at Distributel. We appreciate the uniqueness of all individuals and believe that our differences are what make us stronger. Distributel is committed to providing a workplace that ensures equal opportunities, development, and advancement for all.

WHAT HAPPENS AFTER YOU SUBMIT YOUR APPLICATION?

Your application is placed in our candidate pool. When there are job openings, a search will be conducted in the candidate pool. If your application matches the manager’s search criteria, you may be contacted for a pre-screen interview.

Due to high volumes of applications and to ensure a fair selection process, a random selection of applicants meeting all criteria for a job may be used, therefore not all applicants who submit an application will be contacted.

Diversity and inclusion are important at Distributel. We appreciate the uniqueness of all individuals and believe that our differences are what make us stronger. Distributel is committed to providing a work workplace that ensures equal opportunities, development, and advancement for all current and future employees.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or recruitment@distributel.ca.

COVID-19 CONSIDERATIONS: 

We are accepting applications and conducting telephone/video interviews. To ensure the safety of our staff we are following all Public Health Safety requirements. Social Distancing is mandatory.

Please be advised that we currently require any persons working in our workplaces to be fully vaccinated. As a Federally regulated company, any legislation regarding mandatory vaccination for Federally regulated companies will apply to us and our workforce, and that would then include our permanent remote workers as well (Contact Centers).  If the legislation which is currently contemplated comes into force, ALL our employees will be required to self-report on their vaccination status and provide verifying documentation. Should you require medical or religious accommodation related to vaccination, there will be a process to apply for an exemption.

 

Powered by JazzHR

Report this job
checkmark

Thank you for reporting this job!

Your feedback will help us improve the quality of our services.

Apply
My Email
By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
Continue
Application form