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Customer Support Training Coordinator

Company: Malwarebytes
Location: Clearwater
Posted on: August 12, 2019

Job Description:

Who We Are: Malwarebytes is the next-gen cybersecurity company that millions worldwide trust. Malwarebytes proactively protects people and businesses against dangerous threats such as malware, ransomware, and exploits that escape detection by traditional antivirus solutions. The company's flagship product combines advanced heuristic threat detection with signatureless technologies to detect and stop a cyberattack before damage occurs. More than 10,000 businesses worldwide use, trust, and recommend Malwarebytes. Founded in 2008, the company is headquartered in California, with offices in Europe and Asia, and a global team of threat researchers and security experts. We've created a fantastic culture that our employees love and were recently named in the top 10 of Fortune Magazine's "Great Place to Work" list. We're growing fast and are looking for some great people to join us. Who We Need: The Support Training Coordinator position leads the facilitation of training courses and modules for technical support and customer service team members within Malwarebytes Support teams. We are looking for an individual that has experience in multiple delivery styles of facilitation and can manage a wide range of audiences. They are required to have experience delivering training in a classroom with hands-on exercises, delivering virtual training and managing the assignment of electronic learning courses for new hire onboarding, and ongoing training. This role requires a high level of communication across multiple teams and locations. What You'll Do:

  • Facilitate Support onboarding programs; virtual and live, across the US and international locations.
  • Develop team members in simulated and live environments as they transition from their onboarding program into live, client-facing interactions.
  • Implement training best practices and procedures through documentation, training, and measurement of success.
  • Collaborate with managers on desired training development skills, methodologies, processes and development plans.
  • Collaborate with project managers and subject matter experts to develop ongoing training for Support teams.
  • Work with management to identify knowledge gaps for new and under performing Support technicians. Help implement customized training plans for ongoing improvement and customer service excellence.
  • Measure program impact on performance using proven evaluation methodologies.
  • Assist in the continued improvements to trainings and resources. Skills You'll Need to Have:
    • Bachelor's degree in Business, Education, or related field desirable or equivalent experience.
    • 5+ years training global SaaS technical Support organization.
    • Strong ability to deliver and facilitate training for small and large groups, both in-person and virtually, across a globally diverse audience base.
    • Strong team player; demonstrated ability to partner with cross functional departments.
    • Strong business acumen, strong reporting and analytics, troubleshooting, problem-solving, and project management skills.
    • Ability to work independently. Must be task & results oriented What We Offer:
      • An opportunity to do something great for yourself and the world
      • A great work environment that supports growth and development
      • Competitive compensation and benefit packages
      • Stocked kitchen with healthy (and some unhealthy) drinks, snacks, fruit and lunch options
      • A company that enjoys having fun; holiday and summer parties, sporting events and lots of other great stuff

Keywords: Malwarebytes, Clearwater , Customer Support Training Coordinator, Other , Clearwater, Florida

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