Job Description

Role Details
Type of Support: Phone support
Contract Duration: Full-time
Training Schedule: 7am - 4pm PST (Depends on the partner needs)
Work Schedule: 7am - 4pm PST (Depends on the partner needs)
Work Type and Location: Remote, US: FL, VA, WA, AZ, OR, ID, MI, NC, PA
Expected Start Date: July 22, 2024

About Us
A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

Do you like helping others? A Dedicated Trainer helps to keep training content consistent and up-to-date, new PH agents are supported and coached to achieve their full potential and maintains a proactive awareness of gaps in the partner knowledge base. Our trainers are the first to get acquainted with our new team members and be their guide through the many tools, resources, and workflows we utilize!

We are looking for a passionate, support-focused, and adaptable Trainer to assist with our growing team. As a trainer at PartnerHero, you will spend approximately 50% of your time supporting our partner's customers in production and approximately 50% of your time creating and leading learning programs to encourage the development of growth-oriented, customer-centric contributors!

A successful candidate will be able to balance weeks-long training initiatives and collaboration with multiple stakeholders, with meeting production expectations with tasks assigned by leadership during periods where training is not scheduled. The ideal candidate will be detail-oriented while being able to see the big picture and be a strong independent worker with super communication and time-management skills.

• Assisting in creating interactive and engaging instructor-led and online training courses
• Reviewing, updating, and maintaining training courses
• Contributing to online instructional design and development standards
• Performing technical review and quality testing of completed courses
• Adhering to the Partner's brand, image, and style guidelines in training asset development
• Leverage best practices in Knowledge-Centered Service to develop and maintain a robust and efficient knowledge base for staff and partner consumption
• Scheduling and delivering standard training plans on a defined timeline for partners and staff in a virtual environment
• Maintaining current knowledge of the products
• Understanding and demonstrating proficiency with various teams' processes and procedures for successful training of staff
• Conduction quality evaluations on specified Partner Success teams providing feedback to staff and management
• Periodically evaluating training modules and programs for effectiveness and implementing improvements
• Actively participating in team meetings, projects, and other initiatives to ensure collaboration, visibility, and support to teams
• Performing other duties as assigned to ensure the success of the team and the entire organization
• Assisting by helping clients gain access to mental healthcare primarily through email and outbound phone calls (business to business) with insurance agents for up to 50% of scheduled working hours

What We Expect From You:

• 2 + years of experience in a Customer Experience role
• Solid understanding of, and experience with the Partner's products and services
• Fundamental understanding and ability to apply adult learning principles
• Ability to meet tight timelines
• Strong presentation and technical writing skills
• Experience designing  training
• Demonstrated knowledge of instructional design tools
• Ability to produce thorough and complete documentation
• Ability to work independently as well as a contributing team member
• Excellent listening skills and a commitment to communicate clearly, completely, and in a timely manner
• Ability to organize effectively, determine priorities, and move work forward
• Exceptional skills in partnering with partners and staff in developing and maintaining long-term supportive relationships
• Willingness to accept coaching to remove barriers to effective working relationships
• Understanding of knowledge center support methodologies to develop a knowledge base that is effective for staff and partner consumption
• Must be able to perform the physical and intellectual requirements of the role, with or without accommodation
• An identification with PartnerHero's Core values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust

What You’ll Get In Return:

• Full-time with the potential for overtime if requested
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero i s proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@partnerhero.com .

PRIVACY NOTICE

PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about PartnerHero’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here .

Job Tags

Similar Jobs