Senior Technical Support Trainer

Company: Panda Restaurant Group
Location: Rosemead
Posted on: March 16, 2023

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