Instructional Designer

What You’ll Do Partner with both platforms team and line of business enablement to develop documentation and training for agent systems and tools to ensure thorough understanding Execute content strategy to support new and ongoing platform deployments and develop additional training where necessary Owner of process and platforms documentation ensuring that content is up to date, accurate, aligned with brand messaging and accessible through the most appropriate channel Use data to evaluate content effectiveness, measure understanding and identify opportunities Deliver virtual and in-person (when necessary) training to agent population Qualifications 4-6 years of content creation/writing experience preferably for agent populations Through understanding of contact center organizations and agent tools Experience building and delivering training to agent populations Ability to work collaboratively as well as independently to complete tasks and projects Ability to prioritize multiple projects and communicate timelines, challenges, and opportunities Ability to build strong relationships with SMEs, cross functional partners, and stakeholders You’re a storyteller with excellent written and verbal communication skills Strong ability to connect the dots across multiple lines of business and agent populations, understanding how projects fit into the bigger picture Strong critical thinking and creative problem solving skills Comfortable challenging norms and questioning existing processes Service Mindset- the customer experience is at the center of everything we do What Values You’ll Share Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them. Aim High - Always challenging ourselves and others to raise the bar. No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style. One Team - Taking a highly collaborative approach to achieving success. Lift As We Climb - Investing in developing others and helping others around us succeed. Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment. #J-18808-Ljbffr SimpliSafe