Telecom Support Training Specialist

2 weeks ago

Kansas City, Missouri, United States CONEXON Full time
Job Overview

Conexon is at the forefront of delivering cutting-edge Fiber-to-the-Home (FTTH) solutions, dedicated to enhancing rural communities with robust high-speed internet connectivity. Our vision is to eliminate the digital divide and ensure reliable internet access for underserved regions across the United States. We are currently in search of a committed Technical Support Call Center Trainer with a focus on Telecom, particularly in FTTx solutions, to enhance our team and support our mission-driven objectives.

Key Responsibilities

As a Technical Support Call Center Trainer, you will be instrumental in crafting and executing comprehensive training programs for our technical support personnel. The ideal candidate will possess a strong enthusiasm for rural broadband, exceptional communication abilities, and a solid background in training and development.

  1. Training Program Development: Design and produce customized training materials and modules that concentrate on Conexon's FTTx solutions, encompassing areas such as network architecture, implementation procedures, troubleshooting methods, and customer service excellence.
  2. Onboarding New Hires: Conduct thorough orientation sessions and training workshops for new technical support staff, ensuring they grasp Conexon's mission, values, and dedication to rural broadband access, alongside the technical facets of our FTTx solutions.
  3. Ongoing Skills Development: Facilitate regular training sessions and workshops to keep current support staff informed about the latest advancements in Conexon's technologies, including software enhancements, network improvements, and optimal customer engagement practices.
  4. Performance Assessment: Create and implement performance evaluations, simulations, and role-playing scenarios to assess the proficiency of support team members in addressing customer inquiries and technical challenges. Provide constructive feedback and coaching to enhance individual performance and customer interaction skills.
  5. Knowledge Management: Maintain an organized repository of training materials, documentation, and resources, ensuring that information is accurate, current, and readily accessible for support team members.
  6. Continuous Improvement: Collect feedback from support team members, supervisors, and customers to identify areas for enhancing training programs, processes, and tools. Implement necessary updates to improve the effectiveness and relevance of training initiatives.
  7. Cross-Department Collaboration: Work closely with other departments within Conexon, including network operations, customer service, sales, and marketing, to ensure that training initiatives align with organizational objectives. Collaborate with subject matter experts to integrate technical updates into training materials.
  8. Industry Awareness: Stay informed about trends in the telecommunications sector, particularly concerning rural broadband and FTTx technologies. Actively seek opportunities to enhance your own knowledge and incorporate relevant industry best practices into training programs.
Qualifications
  • Bachelor's degree in a relevant discipline or equivalent professional experience.
  • Demonstrated experience in technical support or a related field.
  • Outstanding communication, presentation, and interpersonal skills.
  • Proven training and coaching capabilities, with a history of developing and delivering impactful training programs.
  • Familiarity with learning management systems (LMS) and e-learning platforms is preferred.

Conexon is an equal opportunity employer and encourages candidates from diverse backgrounds to apply.

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