CX Technical Training Lead Logitech for Business

Logitech Inc.; Vancouver; Remote; CAD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company that values diversity and inclusivity, as a CX Training Lead. In this exciting role, you will develop and deliver comprehensive technical training for an enterprise customer support team, enhancing their skills in video conferencing hardware and software. Your expertise will empower team members through innovative training solutions, both in-person and virtually, while collaborating with leaders to refine processes. Logitech is committed to fostering a supportive work environment that prioritizes well-being and personal growth. If you're passionate about making a positive impact and thrive in a dynamic setting, this opportunity is perfect for you.

Benefits

Comprehensive benefits packages

Flexible working environment

Support for physical and emotional well-being

Diversity and inclusion initiatives

Qualifications

• Advanced experience in technical support and training development.
• Fluent in English with strong video conferencing skills.

Responsibilities

• Develop and deliver training documentation and e-learning modules.
• Conduct training for technical support representatives.

Skills

Technical Support

Training Development

Video Conferencing Knowledge

Microsoft Teams

Zoom

Google Meet

Operating Systems Troubleshooting

Computer Peripherals Knowledge

LMS Experience

English Fluency

Tools

OpenLMS

AbsorbLMS

Totara

Job description

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.

The Team and Role:

The CX Training Lead is responsible for developing and delivering technical training for Logitech’s enterprise customer support team on advanced video conferencing hardware and software, ticket handling processes, soft skills, and more.

Successful candidates will have advanced technical knowledge of video conferencing hardware and software, Mac, Windows, Android operating systems, and computer peripherals. They will also need a proven history of creating process and technical training documentation and deploying this training using an LMS for large teams.

Daily duties will include developing training documentation for both ILT and e-learning environments, delivering the materials to team members in person and virtually in other time zones, working with team leadership to improve processes, and more.

Your Contribution:

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. Share our passion for Equality and the Environment. These are the behaviors and values you’ll need for success at Logitech. In this role you will:

1. Develop training documentation, e-learning modules, and videos for video conferencing hardware, software, and other peripherals.
2. Train incoming classes of technical support representatives.
3. Deliver training on new products and features to the existing team.
4. Work with team admins to refine training materials to address necessary improvements.
5. Work with team admins to develop and maintain a robust internal knowledge base.
6. Work with external partners to deliver training to representatives and/or train-the-trainer sessions.
7. Develop and manage project timelines to ensure deadlines are achieved.
8. Perform other duties as assigned.
9. Working with Subject Matter Experts, conduct learning needs assessments, identify learning solutions, and establish learning objectives.

Key Qualifications:

For consideration, you must bring the following minimum skills and experiences to our team:

1. Advanced experience in the technical support field.
2. Significant experience developing and delivering technical support training.
3. Experience providing fully remote training via video conference.
4. Advanced knowledge of video conferencing and AV products.
5. Advanced knowledge of Microsoft Teams, Zoom, and Google Meet.
6. Advanced knowledge of Windows, Mac, and Android operating systems troubleshooting.
7. Advanced knowledge of computer peripherals.
8. Knowledge of computer networking and operating systems.
9. Advanced knowledge of LMS (OpenLMS, AbsorbLMS, Totara, etc.).
10. Fluent (written and spoken) in English.

Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you!

We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual, and social wellbeing so we all can create, achieve and enjoy more and support our families. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location.

All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at [phone] for assistance and we will get back to you as soon as possible.

#LI-SJ1