Trainer II

Summary: The Trainer II role is responsible for designing, developing, and delivering training solutions that support performance improvement and business goals. This role plays a critical part in onboarding new clients by creating and delivering training during transitions and implementations, building and executing training plans under tight deadlines.  The Trainer II role works independently and collaboratively to assess training needs, facilitate in-person and virtual sessions, and support continuous learning initiatives across multiple teams and functions. This individual also contributes to other learning and development projects as assigned. This position requires strong communication skills, instructional design capabilities, and a passion for coaching and developing talent.

Essential Functions: 

• Develop and deliver engaging training programs (virtual and/or in-person) to support employee performance and knowledge retention.
• Partner with transition teams to create and deliver onboarding training for new clients, ensuring smooth knowledge transfer and operational readiness.
• Serve as a key contributor during client transition teams, responsible for creating and delivering training, ensuring smooth knowledge transfer and operational readiness.
• Conduct training needs assessments to identify gaps and recommend solutions.
• Build instructional content including presentations, job aids, facilitator guides, and eLearning using adult learning principles.
• Deliver training via virtual and in-person formats, ensuring engagement and retention while supporting role-specific and project-based learning.
• Manage multiple training projects simultaneously, often under tight deadlines and shifting priorities.
• Evaluate training effectiveness through feedback, assessments, and performance data.
• Collaborate with subject matter experts (SMEs), operations, and leadership to ensure training content is accurate and aligned with business goals.
• Participate in cross-functional projects and support ad hoc training needs as assigned.
• Utilize AI tools (e.g., Microsoft Copilot, generative AI platforms) to streamline content creation, enhance learning materials, and support innovative instructional design.
• Stay current with industry trends, training tools, and adult learning strategies.
• Other duties as assigned by management.

Required Education, Knowledge, and Experience:

• Must have a high school diploma or equivalent; College degree in a related field is preferred but not required.
• Must have at least 2-3 years of training experience.

• Strong understanding ticketing systems, escalation procedures, and customer support best practices.
• Experience supporting client onboarding or transition training in fast-paced environments.

Preferred Knowledge and Experience:

• Experience using eLearning authoring tools such as Articulate, Rise, Storyline.
• Experience using the ADDIE model to develop training curriculum.

• Experience delivering virtual training via a video conference tool such as Teams.
• Experience working in a Managed Service Provider (MSP) environment.

Abilities and Skills:

• Ability to work closely with Operations, Client, and Leadership teams to ensure training aligns with business needs and client expectations.
• Strong interpersonal skills to engage participants and foster a positive learning environment.
• Comfortable with public speaking, facilitating discussions, and engaging trainees in an interactive learning environment.
• Strong verbal and written communication skills to effectively deliver training.
• Ability to break down technical concepts into easy-to-understand material.

• Deep rooted excitement for increasing engagement and retention of learning.
• Ability to make people want to learn by being creative and thinking outside of the box such as using non-financial rewards, learning goals, open communication, games, and technology.)
• An urge to learn/research new and innovative ways to engage with others.

• Passion for coaching, mentoring, and sharing knowledge with new employees.
• Ability to adapt training methods to different learning styles and knowledge levels.
• Strong problem-solving skills to identify and address learning gaps in training sessions.

• Excellent verbal and written communication skills.
• Computer skills, including Microsoft Office Suite (Word, PowerPoint, Excel).
• Familiarity with adult learning theory.
• Ability to evaluate training effectiveness using the Kirkpatrick model and the four levels of evaluation.
• Ability to effectively work multiple projects at one time.
• High level of attention to detail, quality orientation, and well organized.

Physical, Mental Requirements and Work Environment: 

• Must be able to work at a computer for long periods of time.
• Must be able to travel, as needed, to client and Bell Techlogix sites to conduct training.
• Must be able to work in a fast-paced environment.
• Manual dexterity to use keyboard to input information.

Equipment Used: 

• Computer
• Phone

Conditions of Employment:

• Must pass post-offer, pre-employment background check and pre-employment drug test.

Acknowledgement:

I have read the foregoing job description, understand the responsibilities of the job, and can perform the essential functions with or without reasonable accommodation.