Technical Support Trainer - Jobs in Montréal, QC

Job Description

At Distributel, our Mission is to make the use and enjoyment of telecom services radically effortless. Every day, we strive and continue to strive to understand, respect and prioritize our customers’ needs. We take pride in excellent service, business integrity, and innovation. By constantly challenging ourselves to simplify, add value and humanize the ways people do business with us, we will create a valuable experience in every way.If our mission interests you, we want to speak with you.Come and join an award-winning organization!Great Place to Work-CertifiedTop 2021 Small & Medium EmployersTop 2021 Greater Toronto Area EmployerTop Canadian Telecom CEO awardLOCATIONS:Ottawa, OntarioEdmundston, New BrunswickMontreal, QuebecABOUT 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 toolsResearch, 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 FORExcellent oral and written communication skills in both English and FrenchExceptional interpersonal, listening and analytical skillsStrong knowledge of customer care processes and techniques and dedication to providing the best customer serviceDemonstrated ability to work well in a team environmentEffective presentation and facilitation skills including creative training techniquesDemonstrated multi-tasking capability and proven success in fast paced environmentAbility to learn technology quicklyHigh degree of personal motivation and has a very strong work ethicProven organizational and time management skillsFlexible to work all hours of operation that include early mornings, day, evenings, weekendsAttendance/Punctuality - is consistently at work and on time; ensures work responsibilities are covered if absentQUALIFICATIONSMinimum 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 learningIntermediate level of knowledge with PC hardware and software (Word, Excel, Power Point, Internet browser)EDUCATIONHigh School Diploma or equivalentIf 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 DOWE MAKE THINGS HAPPENWE DO WHAT IS RIGHTWE CHALLENGE THE STATUS QUOWE PLAY AS A TEAMWE HAVE RELENTLESS CURIOSITYWE GIVE OUR ALLWE GET IT ALLHERE’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.We have insurance benefitsWe promote work-life balanceWe provide a great work environment with organized social eventsYou’ll have opportunities for growth & developmentWe provide a business-casual working environmentWe have great downtown locations and amazing peopleDistributel 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 APPLICATIONYour 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.yEZrAYv0DTQuick Apply

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