Senior Technical Support Trainer
Company: Panda Restaurant Group
Location: Rosemead
Posted on: March 16, 2023
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Job Description:
Summary of Job Description: The Senior Technical Support Trainer
is responsible for leading training and content development for the
Technical Support department to ensure participants have the most
up-to-date and relevant information to serve and support Panda
Operations. This position performs call monitoring and call
evaluation to ensure participants can apply knowledge and skills
gained during training. This position researches, designs, and
generates technical user manuals for new and existing applications
and processes.You'll get a chance to: Lead the training
development, delivery and evaluation of technical training programs
using multiple learning platforms (i.e., classroom-based learning,
e-learning, virtual, on-demand self-paced, and experiential
learning opportunities). Design and develop training materials,
including storyboards, job aids, participant, and instructor
guides. Ensure that training materials, job aids and trainer guides
are current and updated continuously. Perform evaluations for all
contact methods (e.g., Phone, Chat, Email, etc.) to ensure proper
application of new knowledge and skills and demonstrate call
quality. Handle support calls from customers to stay current and
relevant. Consult and collaborate with subject matter experts to
ensure training materials are accurate and relevant. Maintain and
update Knowledgebase articles on a regular basis to ensure they are
current and relevant. Conduct new hire training and training
updates, as needed. Administer written or practical exams and write
performance reports on trainees' performance and the effectiveness
of training programs.How we reward you: Hybrid Work schedule 401K
with company match Yearly bonus opportunity* Full medical, dental,
and vision insurance * On-site fitness center, biometric screen,
and flu shot clinic Discounts at Panda restaurants, theme parks,
and gym memberships Paid time off starting at 15 days with 7
federal holidays* Continuous education assistance and scholarships*
Income protection including Disability, Life and AD&D
insurance* Bereavement leave**Benefits available for eligible
permanent full time associatesYour background & experience:
Bachelor's degree in IS or related field or equivalent experience
required Minimum five years of technical writing and training
experience Successful completion of annual store training If hired,
successful completion of annual store training If hired, must
provide proof of full vaccination on start date, unless prohibited
by federal, state, or local law. Full vaccination means two weeks
or more have passed after receiving the second dose in a two-dose
series, or more than two weeks after receiving a single-dose
vaccine. Examples of proof of full vaccination include an original,
photocopied, or digital completed vaccination card that includes
name, type of vaccine provided, and date of last dose
administered.Panda Strong since 1983Founded in Glendale,
California, we are now the largest family-owned American Chinese
Restaurant concept in America. With close to 2,000 locations
globally, we continue our mission of delivering exceptional Asian
dining experiences by building an organization where people are
inspired to better their lives. Whether it's impacting our team or
the communities we work in, we're proud to be an organization that
embraces family values.You're wanted hereWe value diversity in all
forms and know the strength it brings. Workplace equality allows
for creative ideas to blossom, diverse points of view to be heard,
and improves overall happiness. We like the sound of that.Panda
Restaurant Group, Inc is an Equal Opportunity Employer. Regardless
of your race, color, religion, sex, national origin, sexual
orientation, gender identity, disability, age, veteran status, you
are welcome here.
Keywords: Panda Restaurant Group, Rosemead , Senior Technical Support Trainer, Other , Rosemead, California
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