Service Delivery Technical Trainer

Redefine the future of customer experiences. One conversation at a time.

We’re changing the game with a first-of-its-kind, conversation-centric platform that unifies team collaboration and customer experience in one place. Powered by AI, built by amazing humans.

Our culture is forward-thinking, customer-obsessed and built on an unwavering belief that connection fuels business and life; connections to our customers with our signature Amazing Service®, our products and services, and most importantly, each other. Since 2008, 100,000+ companies and 1M+ users rely on Nextiva for customer and team communication.

If you’re ready to collaborate and create with amazing people, let your personality shine and be on the frontlines of helping businesses deliver amazing experiences, you’re in the right place. 

Build Amazing - Deliver Amazing - Live Amazing - Be Amazing

 

The Service Delivery Technical Trainer, Advanced is a senior training professional who empowers customers and internal teams to master Nextiva’s advanced product offerings through dynamic, high-impact learning experiences. This role excels in leveraging a wide range of training technologies to deliver expert-level instructor-led sessions, advanced webinars, and innovative online learning resources. With deep technical expertise and advanced instructional design skills, the Service Delivery Technical Trainer tailors content to diverse learning styles and addresses complex customer needs. In addition to facilitating advanced training, this role mentors junior trainers, leads train-the-trainer programs, and drives the development of cutting-edge training solutions. The Service Delivery Technical Trainer plays a critical role in ensuring Nextiva customers and teams receive comprehensive, effective training that maximizes adoption, satisfaction, and success.

Key Responsibilities:

Advanced Training Delivery & Facilitation:

• Deliver expert-level instructor-led training (ILT) sessions on Nextiva products and services, demonstrating mastery of content and adapting delivery to diverse learning styles
• Independently facilitate Level II webinars, guiding customers through complex functionalities, troubleshooting technical issues, and providing expert support
• Conduct train-the-trainer sessions for advanced programs, providing coaching and mentorship to Technical Trainer Is and internal subject matter experts

Technical Expertise & Mentorship:

• Serve as a technical expert and mentor for Service Delivery Technicians and trainers, providing guidance on product knowledge, troubleshooting, and best practices
• Maintain advanced proficiency in a variety of training technologies and platforms, and recommend new tools to enhance blended learning approaches
• Identify opportunities to innovate training delivery using emerging technologies and methodologies

Curriculum Development & Content Creation:

• Collaborate with content writers and product teams to create high-quality training materials, including job aids, eLearning modules, interactive simulations, and video content
• Translate complex technical information into clear, engaging, and accessible training content for diverse audiences
• Review, update, and audit training materials regularly to ensure technical accuracy and alignment with product updates and organizational standards

Collaboration & Leadership:

• Implement training initiatives related to complex organizational changes, anticipating and addressing potential challenges
• Build relationships with internal stakeholders, including content creators and the Training Programs & Experience Manager
• Collaborate with other trainers and subject matter experts to develop and deliver effective training programs
• Share knowledge and expertise with team members, contributing to a positive and collaborative environment

Program Evaluation & Continuous Improvement

• Evaluate training effectiveness using feedback, assessments, and performance metrics; recommend and implement improvements to maximize learning outcomes.
• Stay current with industry trends, best practices, and advancements in training technology and methodologies.

Qualifications:

• Bachelor’s degree in a related field or equivalent experience
• 2–4 years of experience in a technical training or advanced customer service training role, with a demonstrated ability to deliver engaging and effective training sessions
• Advanced proficiency in using a variety of training technologies, including specialized software, LMS, and webinar platforms
• Deep understanding of Nextiva’s products and services, with the ability to