About eGain Communications Corporation
eGain (NASDAQ: EGAN) is the leading provider of cloud and on-premise customer interaction software for sales and service. For over a decade, eGain solutions have helped improve customer experience, grow sales, and optimize service processes across the web, social, and phone channels. Hundreds of global enterprises rely on eGain to transform fragmented sales engagement and customer service operations into unified Customer Interaction Hubs (CIHs). To find out more about eGain products, visit http://www.egain.com/products/index.asp
Job Requisition #: NA -2011-49
Position: Senior Technical Trainer
Location: Sunnyvale, CA
Job Description:
Qualified candidates for this position will be able to schedule, prepare, and execute technical training and end-user courses for eGain customers, world-wide. They will update and develop new courseware in response to eGain product development and corporate growth. Their activities will also include interfacing with eGain software engineers, project managers, and technical writers to learn, understand, and teach the features and functions of the eGain software products. They will be responsible for the customer satisfaction within their designated projects and must be able to effectively communicate complex technical concepts to customers in a clear and concise manner. Courses will be delivered at the eGain headquarter training facilities in Mountain View, California, at client´s sites, and remotely over the Web.
Responsibilities:
• Delivering consistent, high quality, appropriate levels of training on the eGain product suite to partners, customers, and employees
• Maintaining a current, in-depth knowledge of the functions and features of the eGain product suite and be able to effectively transfer this knowledge to a wide range of users in order to allow eGain customers to use our products as effectively as possible
• Developing training material and classroom exercises to facilitate and assess the customer's understanding of processes related to the effective and efficient use of eGain software products
• Ensuring that the classroom training experience is consistent and high quality (this includes the development, implementation, and ongoing support for classroom guidelines, branding elements, training support material, etc.)
• Working collaboratively with internal colleagues, global customers, and training partners
• Assisting in the instructional design process for all training material
• Working proactively to support the eGain Education Services team
Requirements:
• Bachelors degree or equivalent
• A minimum of 5 to 7 years experience in teaching/training in a very technical environment
• Superior project management skills
• Excellent planning, organization, and implementation skills
• Excellent verbal and written communication
• Great ability to work independently
• Ability to work a flexible schedule and embrace change enthusiastically
• Problem solving abilities
• Highly motivated to achieve results in high-profile position
• High level of ethics, values, integrity, and trust
• Be able to work well with assigned accounts to proactively coordinate and execute customer training needs
• Be able to function effectively in a project team to ensure customer satisfaction
• Be able to travel between 35% and 55% of the time
• Present a professional appearance
• Possess excellent interpersonal, written, and verbal communications skills
• Provide additional consulting, training, and onsite services as need arises
• Ability to identify and troubleshoot training environment challenges and escalate as appropriate is required
• Be able to design and create course outlines and content for new software packages, as well as to revise and improve existing courses
• Experience working with Cisco Systems Courses a plus
• Document layout and design skills are a plus
• Experience in CRM or contact center software is also a plus
To apply:
Principals only to respond.
Send your resume, product marketing content samples (or web link to samples) and cover letter, explaining why you are great candidate for the position, to jobs@egain.com. No phone calls please!
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