Technical Trainer, eero CS

At eero we make world class products for our customers to enjoy. Behind those world class products are the teams that support: end customers, customer support, field technicians, technical sales teams. We're looking for a Technical Trainer to join our team, who will support the learning experience for eero technical customer support in Boise, Idaho. The ideal candidate is obsessed with the customer experience, forward-thinking with creativity and a passion for delivering and iterating on training.

Key job responsibilities As a Technical Trainer, you will:

• Deliver training that supports multiple modalities, including virtual, in-person, and self-directed learning, using established curricula and frameworks
• Develop and update training and knowledge content under the guidance of senior team members, ensuring accuracy and alignment with current tools, policies, and practices
• Act as a knowledgeable resource for learners, fielding questions about policies, tools, and practices during training sessions
• Facilitate the collection and submission of feedback and technical issues from learners
• Support leaders across eero in identifying areas for improvement by surfacing trends from learner feedback and session observations
• Collaborate with the broader Learning and Development team to contribute to training that addresses learning opportunities
• Meet project deliverables and milestones within established timelines
• Update and refine learning content in response to learner needs, feedback, and data
• Track and report on key KPIs including completion, learner retention, and proficiency
• Apply accessibility best practices to all content. Reinforce inclusive presentation methods and consider all audiences in delivery
• Surface customer feedback and contribute to discussions on product and process improvements
• Travel up to 10-25% of the time

A day in the life As a Technical Trainer for eero CS, you'll work closely with your manager and team leads to understand training needs for your assigned audience. You'll deliver training sessions, gather learner feedback, and iterate on existing materials to improve the learning experience. You'll contribute to training programs that improve learner performance and support tracking against key business outcomes.

• High school diploma, or equivalent
• Experience as a trainer and ability to manage a classroom of learners
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• 1+ years of designing and developing IT or technical training materials and content experience
• Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership
• Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines
• Experience communicating complex ideas to technical and non-technical audiences
• Experience with eLearning authoring tools and other design programs including: Storyline/Rise 360, Vyond, Adobe Creative Suite, and Camtasia
• Experience working with data and leveraging analytics to make decisions