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Technical Product Trainer
hace 26 minutos
At Broadvoice | GoContact, we believe that exceptional customer experience is the cornerstone of business success. Our AI-powered contact center and communications solutions are designed to help mid-market businesses simplify service, enhance satisfaction, and swiftly resolve issues. Our holistic approach to CX sets us apart in the market. We don’t just provide software. We offer a proven CX framework backed by hands‑on support. And our platform was built to be easy to deploy, intuitive to use, and scalable without chaos. Every role in our company contributes to our mission of providing and creating exceptional experiences. Whether you’re in product, sales, support, marketing, or operations, your work directly impacts our customers and, by extension, their customers. Collaboration, innovation, and a shared commitment to excellence define our culture. POSITION SUMMARY Broadvoice is looking for a Technical Product Trainer to join our team. You’ll play a vital role in connecting our customers to Broadvoice products and services. Whether you’re helping new customers make a smooth conversion to the Broadvoice software or supporting existing customers with ongoing product training, you’ll create brilliant experiences that empower customers with the tools to be successful. If you are passionate about technology and can communicate complex technical information to a varied audience, we want to talk to you KEY RESPONSIBILITIES Serve as a brand ambassador for Broadvoice by knowing our products in and out, living our core values, and delivering a positive customer experience. Design and deliver engaging training sessions (live, virtual, and recorded) tailored to different audiences (technical, non-technical, internal, and external). Work with Service Delivery and Sales teams to understand the training needs of customers and partners. Collaborate with Product Management and Engineering to stay updated on new features, releases, and roadmap changes. Identify training needs by evaluating customer account details, software and application requirements, and audience strengths and weaknesses. Assist the training team in developing materials such as slide decks, videos, interactive content, print materials, and set up demo accounts. Translate Broadvoice’s customer education curriculum into structured, interactive learning experiences. Translate complex technical features into user-friendly learning content. Track training milestones, activity, and customer feedback in the Salesforce CRM. Leverage insights from customer and employee training to inform Product, Business Support, Customer Experience, and Service Delivery teams and identify gaps in education curriculum and training materials. QUALIFICATIONS Must be proficient in English and Spanish. Proven experience as a product trainer, technical trainer, or similar role. 3+ years of experience as a Technical Trainer, Product Trainer, or similar role in a CCaaS, contact center, or technical telecom environment. B2B SaaS and contact center training experience preferred. Coachable and open to feedback, both internally and on the fly from your audience. Excellent verbal and written communication skills; ability to communicate complex technical information to a broad audience. Knowledge of adult learning principles. Familiarity with contact center software, CRM systems, and communication platforms (e.g., SIP, IVR, omnichannel tools). Experience with Salesforce, Learning Management Systems, and e‑learning authoring tools (a plus). Background in software development, IT, or systems integration (a plus). WHY BROADVOICE
