BPO Service Desk Tech Trainer (Product Specific)

Responsibilities:

Needs Assessment & Program Design

• Conduct comprehensive training needs assessments across Customer Support and Tier 2/Tier 3 Technical Support teams

• Identify knowledge gaps, skill deficiencies, and documentation inconsistencies to inform curriculum priorities

• Design a full training lifecycle from onboarding through advanced technical proficiency

Curriculum & Content Development

• Develop training materials in mixed-media formats including written guides, video, interactive modules, job aids, and visual process documentation

• Create standardized training delivery guides to ensure consistency across facilitators and cohorts

• Build and maintain internal documentation and customer-facing knowledge base articles, ensuring alignment, accuracy, and clarity across all resources

• Produce technical content covering VoIP, PBX systems (cloud and hardware), InHand/Cradlepoint routers, ISP troubleshooting, call routing, and related network engineering topics

Training Delivery & Implementation

• Implement and manage training delivery across new hire onboarding and ongoing development programs

• Develop post-training assessments and practical evaluations to validate comprehension and applied skill

• Design and execute post-training measurement strategies to evaluate content efficacy, knowledge retention, and team performance impact

• Continuously iterate on content based on performance data and team feedback

Internal Documentation Alignment

• Audit, organize, and align existing internal documentation to create a single source of truth for technical and operational processes

• Establish documentation standards and maintenance protocols to keep resources current as products and processes evolve

Training Leadership Development

• Identify and develop internal training leads to scale the training function

• Build a training leadership team capable of facilitating, updating, and expanding the curriculum independently

• Create the frameworks, playbooks, and standards that enable others to deliver training at a high level

Requirements:

• Demonstrated track record of successfully completing multiple end-to-end training development projects within the network engineering, telephony, or telecommunications industry

• Direct, hands-on experience training Customer Support, Tier 2, and Tier 3 Technical Support teams

• Deep, practical knowledge of the full training development lifecycle — from needs assessment through post-training evaluation

• Proficiency in developing mixed-media training content (written, video, interactive, visual)

• Experience writing and maintaining both internal technical documentation and customer-facing knowledge base articles

• Strong ability to break down complex, technical subject matter into accessible and actionable training content

• Highly self-directed with the ability to manage multiple workstreams independently in a fast-moving environment