Technical Trainer – IT & Telephony, Unified Comms, Contact Centre – Manchester

Talented and experienced Technical Product Trainer required for our cutting edge Contact Centre Solutions client based in Manchester.

Our client wishes to recruit a Technical Product Trainer with a working knowledge/experience of MS SQL / Unified Comms / VOIP / WFO / Networking / Oracle / MS Windows / CentOS / Linux / Contact Centre

For this role, the ability to learn a new product quickly is extremely important, so proven experience of this is essential.

On average approximately 20% of working time maybe spent at client sites, but this could be more during busy periods.

Essential Skills & Requirements:

  • The ability to learn a new product quickly
  • A working knowledge of database technology, structure and queries including MS SQL and Oracle
  • Working knowledge of networking technology
  • Working knowledge of Operating System technology including MS Windows 2000, 2003 and CentOS
  • Solid and well developed customer care skills
  • Working knowledge of Contact Centre operations
  • At least 1 year’s experience in a customer facing training role
  • Clear, concise and accurate verbal and written communication skills
  • Strong people skills and the ability to adapt communication style to suit our varied client base

Role Responsibilities:

The Product Trainer is responsible for all aspects of training with clients and staff in the use of the software

To perform this job successfully, the successful candidate must be able to perform each essential duty listed below:

  • Produce content for bespoke training courses
  • Produce a range of standard training syllabuses, and supporting collateral, which will be offered to customers and internal staff
  • Assess training needs of internal staff and produce material to address the established need
  • Development of the overall company training facilities as agreed and required in line with budgets
  • Provide ad hoc assistance to all areas of the business, including the Service Desk
  • Promote the value of the role internally and externally to drive revenue generation
  • Target overall productive utilization to be 70%
  • Develop and maintain revenue stream from bespoke and “off the shelf” training courses.
  • Maintain and develop a detailed understanding of the product range feature functionality. This extends to all commercially deployed hardware and software modules
  • Training of Clients and Staff
  • Produce and deliver bespoke training courses and collateral
  • Maintain a comprehensive and up to date, functional and technical knowledge of all products
  • Responsible for administration of all training documentation and feedback forms
  • Produce a monthly report to the Head of Delivery Services, detailing the month’s activities
  • Consultations with Clients and Staff
  • Understanding of industry best practice, guidelines, de facto standards and governing legislation
  • Identify areas of potential productivity improvement and relating this to the company solutions
  • As required, work with Technical Sales Support on completion of requirements gathering and analysis

Software Support Engineer key technologies: Database (MySQL, Oracle) / VoIP / WFM / WFO / Unified Comms / Linux / Windows / Contact Centre / Telephony / Dialler / IVR / Networking

Company benefits include:

  • 24 days’ holiday, increasing to 25 days after 1 year’s service
  • Death in Service – x4 salary
  • Access to Perkbox
  • Long term health insurance (75% of basic salary if off work for more than 13 weeks)
  • Access to Private Medical Insurance (individual basis)

Role Type: Permanent

Salary: £28k – £31k + £4,200 car allowance & company benefits

Ref: 2831300

Please contact Clare Curran – 0161 929 7628 or clare.curran@ftselect.com