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Product Trainer

3 months ago

St Louis, Missouri, United States Equifax Inc. Full time
The Product Trainer is responsible for onboarding and upskilling employees and clients on product support, while also analyzing training needs to develop effective programs. They play a key role in employee retention and performance improvement by managing ongoing training, knowledge resources, and addressing skill gaps in collaboration with Quality Assurance.

What You'll Do

  • Create training and user documentation, and maintain ongoing documentation processes as business needs evolve or features are added.
  • Manage client training content to ensure accuracy and relevance in a Knowledge Base environment.
  • Coordinate as needed with Operations, Technology, Product Management, Implementation and Training to ensure updated and consistent messaging/content for all internal and external audiences.
  • Manage releases by proactively adding and updating knowledge base articles for new features and engaging training to ensure user readiness.
  • Review feedback from employees and customers to inform changes in functionality and content and educate customers and employees on effective use of the knowledge base.
  • Deliver live custom client training demonstrations on various applications/topics requested by customers.
  • Partner closely with Instructional Designers to build out on-demand training content.
  • Manage quarterly catalog of course offerings to ensure live sessions are timely, relevant and up to date.
  • Attend regular calls with internal stakeholders to understand migration, acquisition and technology changes that may impact customer base and proactively develop resources to support those efforts.

What experience you'll need

  • Bachelor's/ Master's Degree in Communications, Education, Organizational Learning, Technical Writing, Instructional Design or a related field.
  • 1-2 years of experience in a client facing role whether providing service, training, or technical support.

What could set you apart
  • Experience with various Equifax products or any highly regulated business.
  • Technical systems training experience and experience with systems undergoing Agile development and change processes.
  • Experience using Workfront for project management.
  • Exposure to and experience in Articulate 360, Adobe, Camtasia, or other content creation platforms.
  • Possess excellent written and verbal communication skills with the ability to communicate with team members at various levels, including business leaders and high level clientele.
  • Eagle-eye ability to detect content mistakes, whether spelling or grammatical, or noticing that a client's name is misspelled or a phone number is incorrect.
  • Precise and have an extreme attention to detail.
  • Organized, know how to prioritize and are comfortable managing your own deadlines to get things done in a timely manner.
  • Have a desire to learn and grow in Instructional Design, facilitation and are a team player.