Technical Trainer
Pakistan - Remote
2d ago

Who We Are

KeepTruckin builds technology using the latest advancements in AI and computer vision to improve the safety and efficiency of businesses with vehicles.

Over one million drivers and 100,000 companies across every industry trust KeepTruckin’s integrated platform to power their operations, prevent accidents and reduce costs.

At KeepTruckin, we see our hard work rewarded in tangible ways every day, and we believe that intelligence is most powerful when paired with humility.

We’re motivated by the opportunity to save lives on the road while impacting and improving every facet of multiple trillion-dollar industries that keep our physical economy moving.

KeepTruckin is proud to be a Forbes Cloud 100 company, Forbes Best Startup Employer 2020, and an Inc Magazine Best Place to Work.

About the Role :

As a Technical Trainer in Support, you will enhance the competencies of individual employees, by designing and conducting technical training programs that will boost employees’ support performance in alliance with the company’s core values.

You will be responsible for performing training needs assessments on new technology, designing and delivering technical training curriculum and learning materials, and managing all phases of training interventions for Tech Support’s upper-tiers.

This position plays a key role in the improvement of our trouble-shooting processes, SOP documentation and ultimately, customer journey and experience.

What You'll Do :

  • Assess training needs of agents; develop and deliver training materials
  • Assess escalation paths, trouble-shooting SOPs and improvements
  • Support development of technical training plans and curriculum; design training classes and utilize a variety of teaching techniques for tech support
  • Interact and report to management on training environment, success and opportunities for development
  • Design upper-tiers Tech Support onboarding content for new hires
  • Design and develop ongoing training content, assessments; recommend and develops recursive training when necessary; provide reporting on overall agent effectiveness, progress, and improvements
  • Work closely with software and hardware engineers to assess workflows and develop sustainable solutions
  • Perform analysis of data to determine impact / prevalence of issues use analytics tools like Redash & Jira
  • Interact with all areas of the business on products and services to ensure current information at all times
  • Collaborate with Team Leads individually for improvement, training plans or content partnership
  • What We're Looking For :

  • Bachelor's Degree in Computer Science / Engineering or equivalent practical experience
  • 4+ years of experience in technical support, or software development role
  • 2+ years in training, learning and development, or related field
  • Experienced with software development process and tools for a SAAS based product
  • Experienced in Programming Languages such as Javascript, C++, or Python
  • Strong understanding of REST APIs and SQL
  • Excellent understanding of SFDC and Jira reporting tools
  • Working knowledge of software development tools and methodologies, E.g. Looker, JIRA, Java, C++, Salesforce
  • High level of oral and written communication skills. Preferred fluent in spoken and written English
  • Strong data analysis skills and the ability to read between the lines
  • Learning Strategy experience would be ideal, but not required, however a strong understanding of adult learning needs is necessary in order to make strong recommendations for a consistent cycle of improvement
  • Project management experience preferred
  • Creating a diverse and inclusive workplace is one of KeepTruckin's core values.

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