- Entry level
- No Education
- Salary to negotiate
What You'll Do
Are you driven to improve the customer and support experience wherever you go? Are you passionate about learning and see the challenge in the phrase "but this is how we have always done it?"
The Cloud Support Training Team helping teams learn and grow while providing exceptional training to your customers is what we do. In this role, you'll develop and deliver training that meet the needs of a continuous improvement release cycle across multiple products for our Tier 1 support organization. If you love utilizing your technical knowledge to teach others, then this Trainer role for you.
Who You'll Work With
We're a passionate team that's transforming the way Cisco provides support to Enterprise customers by shifting focus to proactive and predictive support. We'll achieve this through analytics and deep technical knowledge of customer environments and business goals. We are constantly pushing ourselves to evolve our training and teaching approach to ensure that we are providing the best industry relevant training possible to our support teams. We are a group that celebrates new ideas, isn't afraid of a challenge, and is never satisfied with status quo.
Who You Are
Our Technical Services Tier 1 Trainer role is responsible for training activities and work supporting our internal Technical Support staff as well as our Partners. You will work multi-functionally enabling our Tier 1 support teams to support customers across Cloud Support products and services (Webex Meetings, Teams, Jabber). You'll need to work effectively within deadlines, inside a structured or unstructured program. Be flexible to business needs, and contribute to completing high quality work on or ahead of schedule. You're a positive teammate, with high energy and are willing/able to collaborate closely with team members, whether responding to other requests, or asking for assistance.
To be successful you have the following skills and experience:
You have 5+ years-experience supporting customers and partners with Webex Meetings, Teams and Jabber on an IT Service Desk.
Ability to understand, demonstrate and discuss Technical Support troubleshooting, documentation, and best practices with trainees.
Experience delivering technical training material to new employees and are skilled with both live and virtual delivery methods.
You have tracking and reported on training courses, classes and comprehension
Applied experience with LMS systems, course management, and reporting
You have hands on experience in crafting and developing content for technical training
Experience building and delivering technical training/coursework in a SaaS, Agile or Continuous delivery release model and presenting new concepts to various knowledge levels.
You have knowledge and experience with Cisco UC technologies and enterprise collaboration tools. With an understanding of various audio endpoints and soft clients; Jabber, IP phones, teleconference are required.
Working knowledge of adult learning theory, instructional design principles, and direct experience with learning technologies such as Articulate, Captivate, Camtasia, etc. is helpful
The idea of transforming and evolving content from traditional learning modalities, using industry leading technology to improve learner experience, excites you.
Can effectively handle multiple engagements/projects in varying sizes and stages of fulfillment while working in a fast-paced, self-guided, dynamic and demanding environment.
You possess effective listening and good interpersonal skills (verbal and written) with the capability of conveying confidence and authority as a subject matter expert for Cisco applications and services.
Some travel required to deliver onsite training.
Experience with training delivery in a technical support contact center or inside of a technology company is highly preferred
Up to date and plugged into learning and education trends.
ITIL Foundation certification
BA/BS in a technical field preferred
At Cisco, each person brings their different talents to work as a team and make a difference.
Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
We connect everything – people, process, data and things – and we use those connections to change our world for the better.
We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco
About the company
At Cisco, transforming the way people work, live, play and learn also includes being a great place to work. For 17 years, we’ve been named a Fortune 100 Best Place to Work, one of a handful of companies included on the list since its inception. And, we are among 25 companies acknowledged as a world’s best multinational workplace.
We’re proud of this recognition because it means, at Cisco, you will enjoy working flexibly, using our own market-leading collaboration technology to drive innovation; taking advantage of numerous health and wellness resources; pursuing exciting career opportunities, and participating in programs to help your local communities or fulfill philanthropic interests. And, you’ll be doing all of this while being part of a global team that is making a positive difference in the world.
Learn why Cisco is a great place to work and what we offer you.