Customer Trainer

About the role:

As a Customer Trainer at Cresta, you will play a pivotal role in ensuring our customers and employees have the knowledge and skills they need to make the most of our contact center technology. You will collaborate with Subject Matter Experts (SMEs) to design and deliver engaging, instructor-led training sessions, create instructional videos, and support documentation. Your goal is to drive product adoption and enable our customers to see value quickly.

Key Responsibilities:

• Collaborate with SMEs: Work closely with Subject Matter Experts to design engaging, instructor-led training sessions that align with Cresta's product offerings and customer needs.
• Facilitate Training Sessions: Lead group training sessions for customers, ensuring they have a deep understanding of our products, features, and best practices.
• Curriculum Maintenance: Continuously maintain the live training curriculum, making improvements based on product enhancements and feedback from learners and SMEs.
• Product Knowledge: Be a resourceful learner, consistently seeking ways to better understand Cresta's products and how customers leverage our solutions in various use cases.
• Company Initiatives: Actively participate in various company initiatives and projects as requested, contributing your expertise and insights to help achieve our organizational goals.
• New Hire Onboarding: Support with onboarding and training for new hires, helping them acclimate to Cresta's culture and technology solutions.
• Video Creation: Record instructional videos and product demonstrations to enhance the learning experience and provide easy access to training materials.
• Documentation: Assist with auditing, maintaining, and creating support documentation to ensure users have access to clear and up-to-date resources.
• eLearning & Instructional Design:
  • Design and build interactive eLearning courses using Articulate Rise (and Storyline, where applicable)
  • Translate product workflows and use cases into engaging, self-paced learning experiences
  • Incorporate multimedia elements (video, quizzes, knowledge checks) to reinforce learning outcomes
  • Maintain and update eLearning content in alignment with product release

Qualifications:

• 3-5 years of experience
• Previous experience in the contact center industry is highly preferred.
• Demonstrated experience as a trainer, educator, or in a similar role.
• Strong problem-solving skills and the ability to adapt to changing training needs.