Description
Company Overview:
When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there's really only one: Zones – First Choice for IT.TM
Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.
Position Overview
As a Training Instructor, you be primarily responsible for the initial training and continuous learning of our Service Desk Agents. New agents are put through a 3–4-week training program based on the duration of time it takes for potential hires to pass a background check with our client.
What You'll Do As The (Trainer- Service Desk)
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Delivering pre-created training content to agents on a structured schedule
- Ensuring agents in training can be productive as soon as they are added into the production environment
- Answering Agent questions, or routing to the right person, during training period as needed
- Helping manage Agent schedules during training period in conjunction with leadership
- Providing Agent performance input to the trainees throughout the training process, and updating leadership on same
- Ensuring all new agents are prepared with all access and tools required so there are no roadblocks to them joining the production team once training is complete
- Shadow new Agents on calls during the training period and provide feedback to the individual agent and leadership with an eye towards agent development and improvement
- Collaborate with stakeholders to create content to be used in the continuous training process
- Provide real-time coaching to Agents during the training period
- Assist with hands-on training activities
- Review training content for technical inconsistencies and working with leadership to adjust as needed
- Work with leadership, and client representatives to ensure deficiencies are identified and corrected
- Hold end of week meeting with team leaders to level set on agent progress and identified areas of need.
- Maintain training documentation, re-write, add, and modify as needed.
- Ownership over the training curriculum ensuring it is up to date, and meets the ever-changing needs of the service desk, client, and industry
- Work with team leads to identify needs of existing agents in terms of refresher courses, upskilling, and training based on changes presented by the client and industry
What You Will Bring To The Team
- Prior experience serving as a trainer in customer facing role in the IT field
- High Public speaking proficiency
- Experience working in the Service Desk industry in a customer facing role
- ITIL knowledge and experience
- Experience with legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.)
- Experience – Minimum 5 Years
- Education – Graduation in any discipline
Zones Offers a Comprehensive Benefits Package.
While we are committed to providing top-tier solutions, we're just as committed to supporting our own teams. We offer a competitive compensation package where our team members are rewarded based on their performance and recognized for the value they bring into our business. Our team members enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Group Term Life and Personal Accident Cover to handle the uncertainties of life, flexible leave policy to balance their work life.
At Zones, work is more than a job – it's an exciting career immersed in an inventive, collaborative culture. If you're interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.
