CX Training Specialist

  • Location

    Dublin, Republic of Ireland

  • Sector:

    Support

  • Job type:

    Temporary

  • Salary:

    Negotiable

  • Contact:

    Alison Byrne

  • Contact email:

    admin@live.dev

  • Job ref:

    BBBH3371_1620927123

  • Published:

    about 1 month ago

  • Expiry date:

    2021-05-24

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