CX Training Specialist
Role Description:
We believe technology should get out of the way, so there's no limit to what people can do. We're a thoughtful, tightly-knit team that's committed to realising ambitious ideas.
We are looking for a Training Specialist to join our CX - Training Team.
You will be working with a thoughtful, ambitious and creative team that's committed to meeting the needs of a dynamic, customer-centric organisation. The CX Training Team strives to understand the journey of the support agent and creates training that lead to the best possible customer journeys.
Dropbox is now a Virtual First company, which means work outside of an office will be the primary experience for all employees.
Responsibilities
- Research source materials & work closely with subject matter experts to determine learning objectives for Customer Support Agents, including those in technical roles
- Gather content and layout Rise course (or similar) for training material to be delivered
- Work with training program manager to help revise existing training content to meet the training needs of the team and to ensure a consistent delivery experience
- Develop new course content based on product launches
- Analyze course performance with recommendations for improvements
- Ability to teach developed curriculum virtually
Requirements
- 1-2 yrs experience in a training content related role, with familiarity into adult learning and/or educational theory
- Strong computer skills, including MS Office & Google Drive
- Experience with digital research, analytical projects, writing projects and creating technical training
- Experience working with an LMS
- Strong verbal and written communication skills
- Self-learner, resourceful and attentive to detail
- Exceptional time management skills in a fast-paced, deadline-oriented work environment
- Customer service/support experience is a plus
