Trainer, Support Enablement

Job Description

Who We Are

KeepTruckin builds technology using the latest advancements in AI and computer vision to improve the safety and efficiency of businesses with vehicles. Over one million drivers and 100,000 companies across every industry trust KeepTruckin’s integrated platform to power their operations, prevent accidents and reduce costs.

At KeepTruckin, we see our hard work rewarded in tangible ways every day, and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to save lives on the road while impacting and improving every facet of multiple trillion-dollar industries that keep our physical economy moving. KeepTruckin is proud to be a Forbes Cloud 100 company, Forbes Best Startup Employer 2020, and an Inc Magazine Best Place to Work.

About the Role:

As a Trainer in Support, you will be responsible for creating and delivering training material to current and new agents in Tech Support. Your responsibilities would entail designing, engaging, and effectively training internal materials, both instructor-led and e-learning. This role will deliver instructor-led content to a diverse group of participants, working cross-functionally to ensure a quality training experience. This position is also responsible for providing progress updates to stakeholders and multiple levels of leadership, on a consistent cadence. This person will play a key role in the improvement of the agent experience and agent performance across Tech Support.

What You'll Do:

• Design engaging training content
• Facilitate content to new hires and to tenured reps
• Drive and track completions of training courses
• Collaborate with key stakeholders on product and feature updates and launches
• Create and update SOPs and best practices documentation for agent use
• Provide regular progress updates to requestors/stakeholders and Enablement leadership
• Proactively recommend upskilling/refresher trainings to address gaps
• Review NHO content and recommend updates that will address performance gaps and improve agent experience

What We're Looking For:

• 2+ years’ experience in Adult Learning, including both design and facilitation of training material
• Ability to interact with team members and stakeholders in a problem-solving, constructive manner
• Ability to tolerate opposing points of view and overcome a change-averse environment
• Ability to successfully manage and meet multiple, simultaneous project deadlines in a fast-paced environment
• Strong written and verbal communication skills (Bilingual English/Spanish strongly preferred, English is non-negotiable)
• Background in technical support and/or customer service, ideally in a call center
• Ability to work independently and as part of a team
• Experience with creating and driving completion of training content
• Experience working with an LMS
• Microsoft Excel, Word, Power Point or Google Docs

Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

Please review our Candidate Privacy Notice here.

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