IT Instructional Designer
Job details
We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom. SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management. As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy. This is a hybrid position at The Foundry, BGC, Taguig City. What does a day in the life of an IT Instructional Designer look like?
- Deliver instructor-led courses based on the clients' portfolio of products (virtual & classroom) with a target utilization of 70% per quarter
- Holds up as a standard of excellence in delivering effective, well-managed and well-facilitated customer training on programming with Commerce Cloud APIs (B2C and B2B)Provides\best practices to learners on IDE based development
- Consistently receive 4.7 or higher average (out of 5) scores from student surveys as a primary measure of customer satisfaction
- Leads the way for adoption of new products/technology across varying platforms
- Deliver effective, well-managed, and well-facilitated training for our customers, partners & employees
- Provide input for the development of training curriculum and content for Administrator and End User roles on the configuration and use of our products
- Assist in course reviews, certification exam input, grading certification projects, updating and testing training environments
- Mentor and audit certified and candidate instructors in their region/path on product knowledge and delivery standard methodologies
- At times, be available for EMEA, or US time-zone-based virtual course deliveries or meetings.
- Provide feedback from courses and items needed for attendance and reporting to the Operations team
- Lead and participate in community conversations to optimize training materials, instructor technical knowledge and raise issues for discussion with the product, training, and community team to develop and improve course content and event sessions
- Proactively remain current with product knowledge, release impacts, and course content
- Capture any lead opportunities and work cross-functionally with the Sales Teams
- Establish and maintain stakeholder relationships across key departments including Product, Consulting, Support, Customer Success, and cross-functionally within the Learning Services team
- Bachelor’s degree in computer science, information technology, or related field
- 3+ years at a minimum in delivering training (no mixed roles)
- Experience with Technical Training (Product or Technical - General)
- Knowledgeable with Technical Aspects or Concepts
- Module: already available
- Excellent Presentation Skills
- Excellent Communication Skills
- Open for travel internationally
- API Background - Developer or Support
- Salesforce and SaaS
- Programming Language: Any
- Conduct Session virtual (Zoom, Teams, etc.)
- Salesforce Administrative experience (201 Certification)
- Salesforce Developer experience (401 Certification)
- Knowledge of quote to cash business processes
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