Senior Functional Trainer

Senior Functional Trainer


Talisma Corporation is a global provider of Customer Interaction Management (CIM) software solutions enabling contact center, customer service, sales & marketing organizations to deliver a truly exceptional customer experience. Talisma?s solutions integrate the power of email, phone, chat, VoIP, and Web self-service with a robust and mature customer interaction management Web services platform, comprehensive analytics, and a system-wide knowledgebase.

Talisma instructors create and deliver software functional and technical training to customers in a classroom setting and/or remotely.  Instructors deliver training programs on our Customer Relationship Management (CRM) and Customer Interaction Management (CIM) software products.  Our product lines are implemented and utilized by customers in different verticals (contact centers, higher education, financial institutions, commercial, etc.) Instructors gain a tremendous amount of experience on business processes and applications.  We are looking for analytical instructors who enjoy learning and teaching new technology in an ever changing environment, as well as instructors with experience in new training technologies (i.e. on-line training).


As Talisma continues to grow and develop its customer base, the training team members will continue to be challenged by their positions and encouraged to go beyond their basic responsibilities. Opportunity for growth and development are prevalent in the current corporate culture.

 

The base responsibilities for this position are:

 Learn and test Talisma product suites (CIM, CRM) and new releases.Deliver consistent, high quality training on the Talisma product suite to Talisma partners, customers, and employees both remotely and on-site.Update, modify, and/or create training curriculums/programs as needed with product updates and/or new developed products.Perform routine classroom maintenance procedures after each course.Identify and troubleshoot training environment challenges and escalate as appropriate. Work within a project team to ensure customer satisfaction.Understand Talisma functionality for all key Talisma products.Understand how to configure all key Talisma products.Complete assigned tasks in a timely manner.Provide feedback to appropriate departments for improvement in product design and service quality.Accountable for customer satisfaction, remarkable service in his/her projects.Efficiently manages communications with client, local and offshore project teams.Ensure tracking of issues, change requests and risk on assigned projects. Own timely escalation of issues/changes to project management.Share lessons learned and best practices with the team.Other duties as assigned.


In order to meet the growing needs of the training team, we require qualified candidates to possess the following skills and experience:

 

 

GENERAL REQUIREMENTS:

Professional and articulate, the candidate must be able to achieve goals and learn software programs with minimal supervision.  Travel will be required.  Flexibility in work schedule will occasionally be necessary. This job description does not imply that these are the only duties to be performed.  Employees occupying this position will be required to follow any other related instructions and to perform any other job related duties requested by the supervisor.  Individual must be detail oriented and a self starter.

 Bachelor's degree requiredGood classroom management and leadership skillsExcellent demonstrable presentation skillsStrong technical, troubleshooting and analytical skills; Must have experience in identifying and troubleshooting software issuesSuccessful experience working directly with customers to resolve complex software implementation issues.Demonstrated detailed knowledge of implementation practicesDemonstrated detailed knowledge of data methodologiesDemonstrated ability to gather requirements for complex projectsDemonstrated ability to recommend process changes to achieve project goalsDemonstrated ability to work on multiple small client engagements simultaneouslyDemonstrated ability to prioritize and meet deadlinesUp to 40% travel required

 

 

REASONING ABILITY: Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problemsWork situations are often unprecedented, and unique in character.  Challenges may be complex, abstract, conceptual, and long-term in nature.  There is a continual requirement for innovative thought and synthesis of information as it pertains to work systems.

 

 

COMMUNICATION SKILLS:Demonstrated ability to read, analyze, and interpret the most complex documents.  Successful experience compiling and presenting information to a diverse audience.Demonstrated ability to negotiate requirements.Excellent communication skills in a team based environment.

 

EDUCATION / EXPERIENCE:

Bachelor's degree (BA/BSc) from an accredited college or university and a minimum of 3 years related experience supporting or consulting in high-end technology applications industry, and a minimum 3 years of relevant experience with a proven track record in software training.  A minimum of 4 years of technology experience is preferred.

 

For more information, please visit our website:  www.talisma.com