Training Scheduler and Junior UCaaS Customer Train

Company: Momentum Telecom Inc
Location: Birmingham
Posted on: May 16, 2022

Job Description:

Job DescriptionSummaryWe are happily seeking an enthusiastic and motivated new team member to join the Corporate Training team in the Product Management department at Momentum Telecom in an entry-level/Junior role. The candidate we select for this role will join a highly collaborative team and will be responsible for managing customer outreach, scheduling, and training session calendar maintenance for the Corporate Training team as training requests are submitted. The candidate will also join the team's efforts to create and host Momentum Telecom's detailed product training courses and continuing education initiatives, host new hire boot camps and staff training events (always fun!), and to develop within the corporate LMS. The candidate will learn to deliver instructor-led training (ILT/VILT) sessions to Momentum Telecom's standards for supported products, devices, applications, and services as a Corporate Trainer once certified ready by the team and as directed by the Momentum Telecom Corporate Training Manager. Read on if you are the type of person who loves to learn new things all the time, really enjoys helping people learn to enjoy working with new software, technical devices, and complex systems… and you definitely love knowing your efforts ensure others can Thrive. This new role on the team offers a great opportunity to grow, is fun, challenging, full-time, highly customer-facing, highly scheduled, and can be performed remotely (in a very quiet environment).Personality Traits

• Authentically Nice Human Being
• Positive Attitude
• Cheerful Outlook
• Problem Solver
• Great Communicator
• Passionate Helper
• Creative Thinker
• Constant Learner
• Thoughtful Listener
• Total Team PlayerAre You a Culture Fit?A fun, healthy, and collegial culture is extremely important to us. We expect everyone on the Corporate Training team to pursue excellence while working collaboratively – and to have as much fun as possible doing it. If you are proactive, like people, dig into the details, enjoy teaching, work hard, strive for excellence in what you do, seek solutions, take the initiative, adore technology, and absolutely love helping others thrive even during stressful periods of change - and you love a great joke - then you are very likely a fabulous fit for our team culture! What you can expect as a member of the Momentum Corporate Training team:
  • You will learn
  • You will grow
  • You will teach others
  • You will think you found your limits and we will guide and mentor you beyond them
  • You will enjoy knowing your work is meaningful
  • You will step outside of your comfort zone
  • You will always have help or guidance any time you need it
  • You will strive for excellence in all you do
  • You will be surrounded by people who care about you
  • You will care deeply about the people surrounding you
  • You will be surrounded by people who are passionate and enthusiastic
  • You will be surrounded by people who are on the same journey
  • You will be held accountable and be expected to hold others accountable, as well
  • You will be recognized for your accomplishments
  • Your successes will be celebratedEssential Duties and ResponsibilitiesUnder the supervision of the Corporate Training Manager and with assistance from the entire Corporate Training Team…
    • Manage the Corporate Training Team calendar: communicate with customers and coordinate with colleagues as requests for training on Momentum Telecom supported products, services, applications, and devices are submitted, and arrange, schedule, and help the team ensure problem-free delivery of training sessions
    • Become and remain expert in the usage, setup, and maintenance of Momentum Telecom UC and UCaaS products, services, applications, and devices in order to effectively provide detailed, technical, and helpful training to end-users (ILT/VILT)
    • Become and remain expert in conducting scheduled (VILT) virtual instructor led training sessions online (routinely), on-site (ILT) instructor led customer training in a classroom setting (occasionally/rarely), and 1-on-1 instructor led (ILT/VILT) sessions (rarely), as requested and when scheduled, maintaining the highest levels of customer service, Momentum standards, and professionalism at all times
    • Become expert in developing and maintaining all required training curricula to ensure customers/attendees understand usage, best practices, and ways they may manage settings, services, call flows, configurations, reporting, recordings, etc. for individual users, administrators, teams, or companies
    • Work closely in collaboration with the Sr Technical Writer to create and maintain effective supporting documentation, resources, and tools for courses and training classes
    • Continuous education and knowledge development for Momentum product and service offerings, including staying up to date on network standards, VoIP, Unified Communications, telecom device configuration/usage, best practices, application setup, etc. for customer end users and administrators
    • Manage and deliver all assigned training courses, projects, development, and training initiatives, and consistently report on results to assist the training team in providing excellent curricula to end users
    • Leverage and employ exemplary training delivery methods, tools, and techniques as approved by management, and stay abreast of technological and industry trends to ensure state of the art training content and delivery
    • Conduct assigned internal continuing education and skills development training sessions to educate employees on best practices, products, services, and systems - as assigned
    • Travel throughout the US or abroad (10-20%) Education and Experience RequirementsSeeking:
      • Momentum Telecom experience is preferred.
      • 3+ years in the Telecommunications industry with UCaaS/Broadsoft experience – expected/required
      • A 4 year undergraduate degree or 4+ years relevant work experience – preferred.
      • 3+ years' experience in a customer-facing support or instructional role within a telecom environment – desired
      • Ability to calmly thrive in a fast-paced and constantly evolving environment – required
      • Impeccable written and verbal communication skills – required
      • Excellent technical, presentation, and video-conferencing skills – required
      • Instructor led (ILT/VILT) technical telecom product-related training experience – desired
      • Understands/good exposure to/can describe basic VoIP functionality, complex call flow scenarios, BroadSoft calling feature usage/setup, telecom related software products, devices, applications, and services – highly desired
      • Exposure to eLearning, Virtual/Instructor-led, synchronous/asynchronous adult learning concepts, content development standards, and product training best practices – desired
      • Exposure to or some fluency in training resource development and secure storage tools like Camtasia, Talent LMS, Captivate, Vimeo, Articulate, Adobe Creative, PowerPoint, Word, One Note, etc. to analyze, develop, design, implement, and evaluate (ADDIE) the training content that provided to customers and users via the web, LMS, or in classes – desired
      • Fluency in English – required. (The candidate must be able to read, analyze, and interpret telecom industry business periodicals, professional journals, technical instructions, procedure guides, and governmental regulations. Candidate must have the ability to draft effective reports, business correspondence, and procedures in English. The candidate will need to have the ability to effectively present information and respond to questions from groups of managers, colleagues, customers, and the general public with confidence and ease.)
      • Secondary language fluency – helpfulWork EnvironmentThe noise level in the work environment needs to be quiet to very quiet. Please note that Corporate Trainers typically work remotely if the home office environment and technological support structure is conducive. This role is best performed in a location that can be kept quiet (e.g., in an office with a closed door, in a classroom with a closed door, and/or in a location where background noise is at a minimum). Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.OtherRegular attendance is essential, and the employee must be consistently at work and on time when scheduled. Expect to work 40hrs per week. The candidate must be available to work overtime as required (rare), be able to travel for conferences, seminars, on-site trainings, and other off-site functions as requested (10%), and must adhere to Company policies and procedures at all times when representing Momentum Telecom. This job description is not intended to be all inclusive, and the employee will also be required to perform other related duties and tasks that may not be mentioned here when in accordance with business needs and where the immediate supervisor and other management personnel assign them. Momentum Telecom is an Equal Opportunity Employer and is committed to workforce diversity. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, sexual orientation, age, disability, or status as a Vietnam-era or special disabled veteran, in accordance with applicable federal, state, and local laws. We offer an excellent compensation and benefits package which includes Blue Cross Medical, Dental and Vision (Company pays 70% of the premium), 401k and Roth 401k with 50% employer match, company paid STD, LTD, and life insurance, health care and dependent care savings accounts, paid time off, holidays, employee discounts, and employee referral program. If all of this sounds right up your alley, you love learning, you really LOVE helping others learn, you feel you are well-qualified to perform the role described above effectively, and you are interested in joining our team ASAP, please submit your resume!

Keywords: Momentum Telecom Inc, Birmingham , Training Scheduler and Junior UCaaS Customer Train, Other , Birmingham, Alabama