Training & Development Specialist

Company Name:
Asurion
Title: Training & Development Specialist Location: TN-Nashville - Crossings Other Locations:
Asurion is a global leader in technology protection and premier support solutions. From lost, stolen, and damaged wireless handsets to malfunctioning computer, gaming systems, and more, Asurion provides more than 200 million consumers worldwide with best-in-class premier support, service, repair, replacement, and delivery. Premier Support University (PSU) is a research university that creates, preserves, and disseminates technical knowledge to support the Premier Support Solutions (PSS) product.This position works within the PSU Learning and Development team and is responsible for supporting all training goals and objectives. The trainer will train, support, and develop new technicians while overseeing the day-to-day administrative responsibilities of new hires as they transition from new employee orientation through training to full production. This includes training new hire classes, providing continuing education, as well as administering new hire ticketing, IT support facilitation, and other tasks as needed to support new hires and the Training and Development Coaches. This position includes covering a wide variety of topics including a broad array of consumer electronics, their use, and troubleshooting as well as expert knowledge of the administrative side of training. Duties also include assisting the Instructional Design team in the creation, review, and updating of training content.
This individual must ensure that all work is performed properly and in a timely manner. Must be able to work a flexible schedule as business needs demand and be willing to travel to conduct training as necessary. On a daily basis, assess overall workload for any area that needs help, and assist coworkers without being reassigned by their manager. Training is a critical role for Asurion and the successful training of students directly affects key business metrics like Employee Attrition, NPS, First Call Resolution, and Customer Resolution Time (CRT).
Primary Function:
Takes administrative responsibility for new employees from New Hire training through to full production. The New Hire total training experience is 6 weeks
Is responsible for ensuring proper submission of tickets, new hire troubleshooting, and other administrative duties as required by training
Helps to facilitate classes as needed
Strong leadership skills (including meeting facilitation, time management, organizational skills, and ability to influence others) and demonstrate a high degree of collaboration with peers & team members
Collaborate with direct Manager to design, deliver and evaluate the success of both the new hire and continuing education classes
Certification, and new process and product introduction training
Assists with updating training material to keep current with new topics and techniques
Maintains a strong relationship with Operations team to influence customer experience, this also includes maintaining full production proficiency
Maintains positive working relationships with direct Manager and PSS management team
Perform other duties as may be required or necessary
Assign assessments in Learning Management System and run reports upon completion
Key Duties and Responsibilities:
Must be highly organized, have strong writing skills
Organizes classes, submits tickets, and ensures full support of the Training and Development Coaches
Schedules speakers to conduct technical or job-specific training
Assists in the sharing of best practices among the Learning & Development team across all PSS sites
Manages projects as needed
Must be willing to work flexible hours, potentially including nights and weekends.
Must be willing to travel up to 75% of the time during site ramp and 25% during steady state for periods of up to six weeks at a time
Must be able to work in a fast-paced, team environment
Qualifications
Bachelor's Degree in OR equivalent combination of education and experience
2 years hands-on experience with mobile devices, tablets, computers, digital cameras, GPS navigation, televisions, home audio, and/or appliances preferred
1 years' experience in the next gen technologies related to cloud, mobile, social, or big data
1 years' experience with administrative duties including submitting IT tickets and managing data
1 year's people leadership or training experience a plus
Training certifications a plus
Demonstrated professionalism in maintaining confidentiality
Detail orientation and able to handle multiple priorities and deadlines
Excellent interpersonal/communication with all levels of management
Proficiency using MS Office, with advanced knowledge of Excel, PowerPoint, Outlook, and Word required
Proficiency in using MS Lync, WebEx Training Center, and SMART Classroom Suite preferred
Ability to work a flexible work schedule according to business needs potentially including nights and weekends.
French, French Canadian, or Spanish as a fluent second language a very large plus
Training Organization: PSS Training & Development Specialist TN-Nashville - Crossings PSS00517

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