Job description
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 translate complex technical information into clear and concise training content
- Experience in curriculum development and content creation, including eLearning modules, videos, and interactive simulations
- Strong leadership and mentoring skills, with the ability to guide and support junior trainers and subject matter experts
- Excellent verbal and written communication skills, with the ability to adapt communication style to diverse audiences
- Ability to manage a classroom effectively, promote learner engagement, and handle challenging training situations
- Strong problem-solving and analytical skills, with the ability to troubleshoot complex technical issues
- Commitment to continuous learning and adapting to new technologies and training methodologies
Nextiva DNA (Core Competencies)
Nextiva’s most successful team members share common traits and behaviors:
- Drives Results: Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations, challenge the status quo, and ask what can be done differently. They lead and drive change, celebrating success to build more success.
- Critical Thinker: Understands the “why” and identifies key drivers, learning from the past. They are fact-based and data-driven, forward-thinking, and see problems a few steps ahead. They provide options, recommendations, and actions, understanding risks and dependencies.
- Right Attitude: They are team-oriented, collaborative, competitive, and hate losing. They are resilient, able to bounce back from setbacks, zoom in and out, and get in the trenches to help solve important problems. They cultivate a culture of service, learning, support, and respect, caring for customers and teams.
Total Rewards
Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best, in and out of the office.
Our compensation packages are tailored to each role and candidate’s qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses.
The expected hiring range is $50,000-$73,440. A different level in the job hierarchy may apply to a specific candidate, resulting in a different hiring range.
- Health 🍏 - Multiple health plan options to suit your needs, including medical, dental, vision, and telemedicine coverage
- Insurance 💼 - Life, disability, and supplemental indemnity plans
- Work-Life Balance ⚖️ - Flexible Time Off (FTO) for salaried employees, PTO for hourly employees, Paid Sick Time (PST), paid parental bonding leave, and paid holidays
- Financial Security 💰 - 401(k) with company match, Health Savings Accounts with company contributions, Dependent Care FSA
- Wellness 🤸 - Employee Assistance Program and comprehensive wellness initiatives
- Growth 🌱 - Access to ongoing learning and development opportunities and career advancement
At Nextiva, we’re committed to supporting our employees’ health, well-being, and professional growth. Join us and build a rewarding career!
Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs in late 2021, valuing the company at $2.7B.To check out what’s going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog.
Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS.
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