AU Training Delivery Specialist

Title: AU Training Delivery Specialist
Location: Houston, TX

Asurion Overview:

Asurion helps people protect, connect, and enjoy the latest tech – to make life a little easier. Every day our team of 10,000 Experts helps nearly 300 million people around the world solve the most common and uncommon tech issues. We’re just a call, tap, click, or visit away for everything from getting a same-day replacement of your smartphone to helping you stream or connect with no buffering, bumps, or bewilderment. We think you should stay connected and get the most from the tech you love… no matter the type of tech or where you purchased it.

Position Overview:

The AU Training Delivery Specialist will oversee the day-to-day experience of students as they move through the new hire training experience. The incumbent will train, support, coach, and develop the students to ensure they comprehend and apply all the techniques required by Asurion in maintaining quality standards, and timely reporting of service issues, policies, and procedures while providing outstanding service to both internal and external customers.

Job Responsibilities

• Facilitate, monitor, evaluate, and record new hires and continued training activities and program effectiveness.
• Facilitate sales training and coach new hires to meet standard call metrics.
• Responsible for ensuring proper submission of tickets, new hire troubleshooting, and other administrative duties as required by training.
• Strong leadership skills (including meeting facilitation, time management, organizational skills, and ability to influence others) and demonstrate a high degree of collaboration with peers & team members
• Report learning and certification progress day to day and week to week to Operations, Recruiting, and Workforce partners and stakeholders.
• Maintains a strong relationship with the Operations team to influence customer experience, this also includes maintaining full production proficiency.
• Assists with updating training material to keep current with new topics and techniques.
• Organizes classes, schedules speakers to conduct technical/job-specific training, submits tickets, and ensures full support of the Training and Development Coaches
• Develop and guide expert skills post-new hire onboarding to drive performance (i.e. helping bring lower quartile performers in line with production expectations, leveraging top performers like Lead Experts, etc.)
• Assists in the sharing of best practices among the Asurion University Delivery team across all sites.
• Must have strong verbal and written communication skills.
• Must be able to work in a fast-paced, team environment.
• Manages projects as needed.
• Must be willing to work flexible hours, potentially including nights and weekends.
• Must be able to travel (market visits, ride-a-longs (In-Home space))
• Perform other duties as may be required or necessary.

Experience

• Ability to perform well as video/audio recording talent when needed.
• Ability to work independently or within teams.
• Learning Agility; the ability to develop and learn new technical and non-technical skills as the business grows to provide additional services, including leadership development, software systems, and customer service skills (sales, tools use, experience improvement)
• Strong literacy with computer systems, like Microsoft Office 365 (Word, Excel, PowerPoint)
• Strong time management skills, able to flexibly adjust set schedules and plans to adjust to business needs, even on a moment-to-moment basis.
• Strong virtual and live facilitation skills
• Strong mentorship skills in one-on-one situations
• Strong communication skills, especially between cross-functional peers and teams
• Knowledge of human behavior and performance; understanding and adjusting to individual differences in ability, personality, interests, and means of learning and motivation.

Qualifications

• Bachelor’s Degree OR equivalent combination of education and experience
• 2+ years of hands-on experience in a technical field (related to smart home technology, cloud, mobile, or electronic repair)
• 2+ years of experience with modern, corporate communication software and tools (Microsoft Outlook, Excel, SharePoint, Word, Zoom, Slack, etc.)
• 2+ years of experience project management experience preferred.
• 1+ years of experience with live or virtual training and mentorship
• 1+ years of experience with sales or marketing preferred.
• 1+ years of people leadership experience desired
• Training certifications are a plus

Must be physically located in Houston, TX.