Qualifications:

• Experience of working as a trainer in a service and process/service desk environment. 
• Fluent German (at least C1 level). 
• Very good command of English.
• Very good skills in using MS Office products. 
• Extended strength in communication, teamwork, processes and customer orientation.
• Extremely good organizational skills (well-structured/self-organizing). 
• Flexible to work in any shifts per business requirements. 
• Strong decision making abilities. 
• ITIL Foundation recommended.

Position overview

Responsible for ensuring a product or service training is provided to the employees to enable them to provide accurate service to the customers. You are responsible for:

• Plan and implement an effective training curriculum for new and existing employees (onboarding, technical, operational process and soft training).
• Ensuring a product or service training is provided to the employees to enable them to provide accurate service to the customers.
• Support job training to new joiners and bring in ideas for training concepts for service desk agents; instruct employee training and onboarding.
• Test and review created materials, prepare new materials and online trainings.
• Identifying training needs and delivering process refresher training.
• Assesses the employees and conducts certification and the end of training.
• Responsible for ensuring that the set KPIs are achieved. 
• Develop monitoring systems to ensure that all employees are performing job responsibilities according to training.
• Reviewing Knowledge Base content and highlighting the addition of a new information, removing old, editing change existing knowledge.

We offer you:

• Trainings from the first day of work.
• Various options of development.
• Being part of a multicultural team.
• Possibility to use foreign languages on a daily basis.
• Teamworking and supportive atmosphere in our teams. 
• Contract of employment.
• Wide range of benefits (life insurance, private medical care, sport card, 26 days of holiday regardless seniority, possibility of full remote work, employee referral programme).