Senior Technical Support Trainer

At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

The Senior Technical Support Trainer has the primary duties of creating, developing and enhancing training programs and curriculum for new hire and production engineers. This role also requires facilitation of  training for new hire employees as needed; provide coaching and feedback for the development of new hires to help promote a customer-centric environment. The Senior Trainer is also expected to run program-level initiatives and work closely with various business segments for continuous improvement of NICE Technical Support Staff.

This role will work closely with Operations to understand and identify learning gaps of new and existing products, implement and execute strategies through training and development to improve the efficiency of Technical Support staff. This role is also an organizational leader and is expected to evaluate, mentor and coach, and manage the performance of Trainers to ensure the successful transition of new hires to Operations.

How will you make an impact?  

• Conducts and facilitates training and onboarding for newly hired Technical Support Engineers as needed.
• Coordinates and provides ongoing training for Technical Support Staff, working with subject-matter resources for specialized and additional training as needed.
• Works with Domain Experts and other leaders to scope Technical Support training and onboarding needs.
• Cares for administrative and logistics tasks related to new hire training and onboarding
• Collaborates with Operations in product knowledge assessment of new hire employees on their 5th-month review.
• Provides product training and customer-centric upskilling of Technical Support Engineers aligned with the NICE core values.
• Develops and organizes training manuals, multimedia visual aids, and other educational materials.
• Identify improvement to Training curriculum, continuous upskill programs and provide recommendations to improve the efficiency of Technical Support Engineers
• Updates and revises course content and teaching methodology in order to maintain relevance.
• Maintains familiarity with current texts, materials, teaching aids, and techniques relative to courses within the discipline and recommends their adoption when appropriate.
• Actively seeks ways to improve content.
• Follows the Company Code of Ethics and inContact policies and procedures at all times.
• Communicates in an effective and professional way with customers in and outside of inContact.
• Works with Domain Experts and other departments including product teams to prepare support curriculum for product updates and releases.  

Have you got what it takes?

• 6+ years of people management in a customer service/technical support environment
• 4+ years of employee or customer training experience
• Experience delivering Instructor-Led Training and Distance Learning
• Foundation in adult learning styles
• Excellent verbal/written communication skills and strong relationship-building skills.
• Experience providing advanced technical support to customers' IT and contact center staff who use our suite of contact center software solutions

You will have an advantage if you also have:

• Prior consulting experience
• Experience developing ILT and eLearning training
• Experience using Adobe Flash, Captivate, Camtasia, or other content developing tools
• 6+ years of employee or customer training experience ​

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

Requisition ID: 6962
Reporting into: Director, Customer Success
Role Type: Individual Contributor

About NICE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.