Technical Trainer | Clark Pampanga

E-Solutions IT Services; Pampanga; On-site; PHP 335,000 - 670,000; Full time

Job summary

E-Solutions IT Services in Clark, Pampanga is seeking an experienced Technical Trainer to deliver engaging training, develop learning materials, and coach new hires to gain essential technical, behavioral, and operational skills.

The ideal candidate has 2–3 years of trainer experience for tech accounts, strong VoIP/CCaaS knowledge, and excellent English communication. Onsite work in Clark, Pampanga is required.

Qualifications

• 2–3 years of experience as a Trainer supporting a Technical/Tech account.
• Experience with cloud-based telephony / VoIP.
• Strong knowledge of CCaaS (Contact Center as a Service) platforms.
• Experience in curriculum development and training material creation.
• Strong proficiency in Microsoft Office – Excel, PowerPoint, Word, and Outlook.
• Excellent English verbal and written communication skills.
• Strong facilitation, presentation, coaching, and classroom management skills.

Responsibilities

• Develop, facilitate, and continuously update training materials, modules, and documentation.
• Facilitate multi-week new-hire, blended, transmission, and nesting training.
• Conduct floor training and BQM training for the assigned program.
• Deliver learning sessions covering product, behavioral, process, and tool changes.
• Coach and supervise trainees during OJT, Nesting, TQ, BQM, and Evolution.
• Monitor learner progression, identify learning gaps, and provide timely feedback.
• Support trainees in achieving required performance and operational metrics.
• Coordinate with clients and Operations to address training needs.
• Prepare and maintain accurate training, learner, and performance reports.
• Participate in self-skilling and certification activities.
• Contribute to continuous improvement of training processes and materials.

Skills

Technical training

English communication

Curriculum development

Facilitation

Coaching

Onsite work

Tools

MS Office

PowerPoint

Excel

Outlook

VoIP

CCaaS

Job description

Job Description

We are looking for an experienced Technical Trainer to join our team in Clark, Pampanga. You will be responsible for delivering engaging technical training, developing learning materials, coaching trainees, and ensuring new hires gain the technical, behavioral, and operational skills needed to succeed.

The ideal candidate has 2–3 years of experience as a Trainer supporting a technical/tech account, with strong knowledge of VoIP, CCaaS, and contact center operations.

Key Responsibilities:

• Develop, facilitate, and continuously update training materials, modules, and documentation.
• Facilitate multi-week new-hire, blended, transmission, and nesting training.
• Conduct floor training and BQM training for the assigned program.
• Deliver learning sessions covering product, behavioral, process, and tool changes.
• Coach and supervise trainees during OJT, Nesting, TQ, BQM, and Evolution.
• Monitor learner progression, identify learning gaps, and provide timely, constructive feedback.
• Support trainees in achieving required performance and operational metrics.Coordinate effectively with clients, Operations, and other stakeholders to address training needs and concerns.
• Prepare and maintain accurate training, learner, and performance reports.
• Participate in self-skilling and certification activities during classroom downtime.
• Contribute to continuous improvement of training processes, materials, and learner performance.

Qualifications:

• 2–3 years of experience as a Trainer supporting a Technical/Tech account – mandatory.
• 2–3 years of experience with cloud-based telephony / VoIP, including:
  • Inbound and outbound call handling
  • Call transfers and conferencing
  • Voicemail
  • Agent state management
• Strong knowledge of CCaaS (Contact Center as a Service) platforms and concepts, including:
  • Skills-based routing
• Experience in curriculum development and training material creation.
• Strong proficiency in Microsoft Office – Excel, PowerPoint, Word, and Outlook.
• Excellent English verbal and written communication skills.
• Strong facilitation, presentation, coaching, and classroom management skills.
• Strategic and analytical mindset with the ability to identify learning gaps and implement solutions.
• Willing to work on shifting or graveyard schedules.
• Amenable to onsite work in Clark, Pampanga.