POSITION OVERVIEW :
We are seeking a dynamic and highly skilled Onboarding, Adoption, and Training Facilitator to join our team. This role will be pivotal in ensuring efficient onboarding experiences for our customers, driving adoption of our products, and delivering comprehensive training sessions.
The ideal candidate will possess a blend of technical proficiency, strong communication skills, and a background in customer service.
KEY RESPONSIBILITIES :
Contact Center acumen - In-depth understanding of contact center operations, including familiarity with customer service processes, workflows, and technologies.
Ideally familiar with Alvaria products.
Tool Content Creation Proficiency - Proficient in creating compelling and easy-to-understand training materials using various tools and platforms.
Adobe Captivate or equivalent content creation software (not required but ideal)
- Communication Skills - Excellent verbal and written communication skills with the ability to convey complex information in a clear and concise manner.
- Training delivery - Experience in delivering engaging and informative training sessions to diverse audiences, ensuring maximum knowledge transfer and understanding.
- Agile Work Dynamics - Ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and requirements.
- Customer Care Background - A must-have background in customer care, providing insights into customer behavior, needs, and preferences to tailor onboarding and training strategies effectively.
- Team player
- MS Suite proficiency
IDEAL QUALIFICATIONS :
- 4+ WEM or WFM industry domain experience
- 4+ years relevant experience in CcaaS, UcaaS, or SaaS space preferred
- Light travel as needed.
- Bachelor’s Degree in Education or Information Technology or related work experience preferred.
- Ability to pass a background check may also be required.
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