Trainer 2 (Product Training Specialist)
Columbia, SC (Remote)
6 Months Contract
A reasonable, good faith estimate of the minimum and maximum [40/hrs. week] for this position is [$40/hr.] to [$43/hr.].
Job Description:
Training development professional responsible for the facilitation and training development of Samsung Home Appliance and Home Electronics products and soft skills training to achieve sales performance and sell through. Create and implement training programs that are designed to help achieve desired program results. Work collaboratively and strategically under minimal supervision.
Roles and Responsibilities:
- Coordinate, implement, and deliver tactical product training and education plans to ensure superior customer service.
- Assist in the development of FAQ’s and troubleshooting procedures for assigned product areas. Assist in the design and assembly of training materials.
- Assist in the development of an S.Com instance on our Learning Management System and customize the user interface so agents can find information quickly.
- Act as an Admin for Learning Management system and assign training and certification pathways.
- Collaborate with proper stakeholders to produce product training documents that include soft skills and situational cases to teach an agent how to connect knowledge with customer questions.
- Establish and maintain high customer satisfaction via Training Course Evaluation feedback. Continually look for opportunities to improve agent performance and quality through various training initiatives and processes.
- Reporting and scheduling training activities weekly. Showing ROI to stakeholders.
- Analyze training gaps and provide a 30 day follow up to address gaps through training using a SMART action plan
Necessary Skills / Attributes:
- High School Diploma or equivalent with 6-10 years of directly related experience or
- Bachelor's Degree with 3-7 years of experience is preferred
- 2 years outside sales experience and 3-5 years of successful training experience, preferably within the direct consumer electronics area.
- Proven track record in facilitation and a functional understanding of learning concepts.
- Prior experience in technical training, training content development, and/or product support required.
- Prior experience in the telecommunications and consumer electronics industries is preferred.
- Experience with planning, organizing multiple and complex assignments and projects.
- Proficient with MS Office products including Word, PowerPoint, and Excel.
- Impeccable oral, verbal, and written communications and presentation skills.
- Demonstrate excellence in time management skills and follow up to ensure meeting on time deliverables.
Top 3 skills sets:
- Consumer electronics technical knowledge – Delivery of training
- Excellent facilitation, communication & writing skills
- In depth experience in creating presentations, training, PDFs
