Customer Support Trainer

The Canvas Support Trainer is responsible for presenting/providing the formal training for new hires during their first 3 weeks with Instructure. This includes the setup of support tools (Slack, Sharpen, Salesforce, Sandboxes, etc), training on the use of each of these tools, and various Support processes as laid out by the training program. Trainers will be tasked with guiding new hires through Canvas and the tools the support team uses to do the job, ensuring that new hires understand and can effectively meet our key performance indicators. 
The training Team is also responsible for administrative and clerical tasks for the CET program including managing enrollments, course creation, content moderation, and program communication.
When not actively training new hires, trainers will be tasked with building and maintaining training materials for the different support teams including but not limited to CET, L1 Support, Advanced support, and Application support, and will be utilized in queues during our busy seasons.

What you will do

• Occasionally assisting with new hire interviews (Standard L1/Part Time).
• Handling Support on-boarding and training of new L1s
• Working with the Training Team Supervisor to identify gaps in training materials and creating and modifying content to fill these gaps. 
• Ensuring that new hires understand the material and the processes we follow within support
• Keeping accurate records of new hire understanding to pass off to Training Team Supervisor
• Delivering further training in conjunction with team meetings as needed.
• Provide training resources to Supervisors for additional trainings for their teams
• Maintain Google training website and ensure all training content is always accessible. 
• Ensuring training content is always up to date with new releases.
• Create, maintain and modify CET training materials and courses.
• Perform administrative tasks for the CET program.
• Modeling how to take calls, chats, and emails in live scenarios.
• Supervise new hire calls, chats, and emails in live scenarios.

What you will need to know/have

• Must be Available to work regular hours 8-4 Mountain with some flexibility as needed
• Must have extensive knowledge of Canvas
• Must have an ability to answer or find answers to any question that might come into the support team. 
• Professional communication, presentation and public speaking skills
• Organizational and time management abilities
• Critical thinking and decision making skills
• Team players who proactively help peers.
• Able to digest feedback and improve from it.
• Minimum of 6 months of Canvas L1 Support experience. (preferred)