Technical Trainer in at SupportNinja

Work Setup: On-site in Cluj, Romania

The Technical Trainer will be responsible for identifying training needs, designing and delivering technical training sessions, and supporting learning readiness for more complex, system-based, or technical client accounts. This role involves conducting training needs analysis, facilitating in-person and virtual sessions, reviewing post-training performance data, adapting training content, and contributing to continuous program improvement.

The role requires someone who can quickly learn technical products, tools, systems, and workflows, then translate that information into clear, practical, and engaging learning experiences. Your ability to support technical account launches, partner with business leaders, and uphold company values will play a key role in improving learner readiness, operational performance, and client satisfaction across various functional groups.

What does a day in the life of a Technical Trainer look like?

• Determine training needs and requirements for technical accounts and various functional groups.

• Design, develop, and deliver product-specific, technical, and process-based training programs.

• Conduct training needs analysis using data-gathering techniques, performance trends, QA insights, stakeholder feedback, and operational reports.

• Facilitate in-person and virtual training sessions for new hire training, uptraining, refresher training, product updates, and technical process changes.

• Translate complex technical information, system workflows, troubleshooting steps, and client-specific processes into clear training content and learner activities.

• Partner with Operations, Quality, Client Services, SMEs, and business leaders to identify learning gaps and recommend training solutions.

• Participate in knowledge transfer, Train-the-Trainer sessions, client discovery calls, and launch readiness activities for technical accounts.

• Identify potential third-party training materials, technical resources, or learning tools to address business partner needs.

• Create, enhance, and maintain training materials such as facilitator guides, learner guides, job aids, knowledge checks, role-play scenarios, troubleshooting guides, and assessments.

• Schedule training sessions, organize required technology and equipment, manage course enrollment, and coordinate training logistics.

• Prepare and analyze post-training reports, learner performance data, assessment results, and training requirements.

• Monitor training program effectiveness and adjust content, delivery methods, or activities as needed for continuous improvement.

• Perform ROI analysis on learning interventions and identify opportunities to improve training efficiency, learner readiness, and speed to proficiency.

• Research and benchmark new educational techniques, training methods, technical learning tools, and skills-building activities.

• Initiate, recommend, and enhance policies, systems, and procedures to support smooth delivery of Training and Development services.

• Work with leaders to address learning issues, instruction concerns, technical knowledge gaps, or new educational needs for specific employees, departments, or client accounts.

• Provide coaching and feedback to learners on technical accuracy, troubleshooting approach, customer communication, process adherence, and overall readiness.

• Support nesting, transition, and endorsement activities by reviewing learner progress and partnering with Operations on readiness decisions.

• Adhere to company policies and procedures.

• Meet or exceed performance targets for related KPIs.

• Maintain a positive, empathetic, and professional attitude toward customers, clients, learners, and colleagues at all times.

• Perform other duties as assigned.

What are the required qualifications of a Technical Trainer ?

• 2+ years of experience designing, developing, and delivering product-specific training programs, preferably within a call center, BPO, technical support, SaaS, IT helpdesk, software support, or technology-enabled customer support environment.
• Experience training or supporting technical accounts, system-based workflows, troubleshooting processes, software tools, or technical customer support teams.
• Certified Trainer credential is an advantage.
• Experience implementing training programs from entry-level to managerial level using a structured framework.
• Knowledge of measurement and evaluation preparation for training effectiveness.
• Experience in performance management, talent development interventions, training documentation, and policy creation.
• Ability to quickly learn technical tools, platforms, workflows, and client-specific processes.
• Ability to explain technical concepts in a clear, simple, and practical way for learners with varying levels of technical knowledge.
• Experience creating or maintaining training materials, SOPs, job aids, knowledge checks, assessments, and facilitator guides.
• Excellent organizational, analytical, and problem-solving skills with strong prioritization and adaptability.
• Strong communication, coaching, and platform skills with the ability to foster unity and teamwork.
• Comfortable working cross-functionally with Operations, Quality, Client Services, SMEs, leaders, and client stakeholders.
• Acts as a role model of company values and brand identity.
• Demonstrated strengths in integrity, task competence, collaboration and resilience, communication and influence, driving growth and innovation, organization and scheduling, presentation and facilitation skills, results orientation, research and process orientation, instructional design, adult learning principles, training needs analysis, technical proficiency, troubleshooting mindset, systems learning, and training methodology.

Benefits:

• 21 days of annual leave credits

• Medical

• Remote Work Allowance (400 lei gross/month)

• Meal tickets (40 lei/working day)

If you are interested, you can access your instant interview here: https://alpharun.com/i/Wir0gq1CjlMsUZ8nyLw8e

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