Customer Care Trainer Analyst

Align Technology; São Paulo; On-site; BRL 60,000 - 90,000; Full time

Job summary

A leading medical technology company is seeking a Customer Care Trainer Analyst in São Paulo, Brazil. This role involves conducting technical training courses and developing content for the iTero scanner, ensuring that all Customer Support staff meets the necessary KPIs. The ideal candidate will have a passion for delivering effective training experiences, possess strong problem-solving skills, and have a background in customer support or training. Applicants should have at least 2 years of relevant experience and intermediate English skills.

Qualifications

• 2 years of experience in training or customer support.
• Intermediate level of English and Spanish are a plus.
• Ability to create and improve training materials.

Responsibilities

• Conduct training courses for new and existing employees.
• Develop and improve training content for the iTero scanner.
• Coordinate Nesting sessions and prepare schedules.
• Keep records of progress, attendance and training materials.

Skills

Training delivery

Customer-focused solutions

Passion for technology

Spanish

Education

Bachelor's degree or equivalent experience

Tools

MS Office

CRM tools

Job description

Description

As Customer Care Trainer Analyst, you will conduct technical training courses for employees in the use of all situations for the iTero scanner. You will work on developing and improving the content applied in the training. The trainer will have the autonomy to determine the applicability of the training material.

Department

Customer Support

Location

LATAM-Brazil-Sao Paulo

Key Responsibilities

• Be responsible for all Customer Success frontline, technical support and backoffice training for new and existing employees;
• Be focal point to connect CS and Other areas to create processes to be deployed to CS team;
• Prepare Tips & Training sessions to attack inputs brought from QA Analysis and VoC;
• Present to leadership the main insights and action plan to solve hard and softskills issue identified under CS operation;
• Coordinate Nesting sessions;
• Automate training content and create new ways to ensure all CS is aligned with new instructions
• Prepare, schedule and deliver training plans for new hires;
• Prepare, schedule and deliver refresher training for existing employees;
• Ensure that newly hired agents are properly equipped and motivated to make a meaningful contribution to the business;
• Be responsible for delivering training solutions to agreed KPIs to ensure all targets are met and continuous improvements are made;
• Produce any course materials and other documents, such as notes, handouts, manuals and exercises, that are required to ensure the delivery of high quality training courses;
• Keep records of progress, attendance and so on;
• Prepare the learning environment and resources, including the installation of equipment, ensuring that company training facilities and associated training resources are properly maintained, meeting best practice standards and compliance with Health and Safety requirements;
• Review all course evaluation feedback and the effectiveness of training and course outcomes; and identify areas for improvement;
• Take responsibility for the maintenance of any hardware and software used for training purposes and recommend repairs and upgrades to management when appropriate.

Skills, Knowledge & Expertise

• Passion for delivering a unique training experience to employees.
• Ability to identify customer-focused solutions and problem solving.
• Affinity for technology, agile thinking and ability to always be learning.
• Knowledge of MS Office package
• Knowledge of CRM tools desirable
• Bachelor's degree or equivalent experience preferred.
• Intermediate level of English desired, intermediate Spanish desired
• 2 years of experience

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Equal Opportunity Statement

Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.