Training, Staff A
4 weeks ago
About the role
We are looking for innovative Trainers who will help design, deliver and refine the training program for all roles within Customer Support. The trainers ensure that all employees are successful using technology and virtual learning strategies that develop product knowledge and key skills such as communication, problem solving, conflict resolution, troubleshooting, and technology. Through these strategies, trainers are key to improving Global Customer Support's quality and consistency of the customer experience across different channels such as chat, phone and self-service. Trainers ensure that program contents and materials are high-quality, engaging, effective and reinforce Blackbaud values.
The trainers will partner closely with the Global Customer Support organization and will work across multiple functions within Blackbaud to ensure a quality employee journey that starts with onboarding and carries through continuing education and professional development.
What you’ll do
Design and deliver effective and engaging courseware for soft skills, service-based and product training sessions
Maintain and deliver corresponding documentation and communication plans for training materials and eLearning courses
Develop subject matter experts through train-the-trainer activities, practice contacts and other coaching sessions
Assist with administration and delivery of onboarding, cross-training sessions, and continuing education as needed
Act as a point of contact for trainees, SMEs and leaders to ensure successful employee and training experience
Collaborate and coordinate with trainers, subject matter experts, and other members of the team to improve and evaluate the training experience
Support innovation at Blackbaud by creating content and managing projects on time and within Blackbaud style guidelines
What you’ll bring
2+ years of learning and development experience
Experience or certification in instructional design and learning best practices
Strong communication skills with the ability to deliver information to a variety of audiences at differing skill levels and formats
Results focus with a history of driving tasks and projects to completion
Experience providing guidance and feedback to enhance individual performance
Proven ability to organize and plan in a methodical way to ensure efficiency and quality
Direct experience in eLearning tools, such as Articulate RISE 360 and Camtasia preferred
Ability to work US hours required
For more details, feel free to connect with our Talent Acquisition SPOC: sameer.parmar@blackbaud.com
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