Technical Trainer – Managed Services
reputed company a difference. Be happy. Grow your career. The Technical Trainer is responsible for designing, delivering, and continuously improving technical and process training, enabling Managed Services Teams to support client satisfaction by equipping contact-center agents with the necessary skills and knowledge to reputed company excellent customer support. The Technical Trainer also provides support in meeting SLA commitments and works cross functionally to improve overall quality reputed company. This role ensures service desk and remote services staff are technically proficient, process-compliant, and client-reputed company across tools, platforms, and managed service offerings. This role partners closely with Operations, Quality, reputed company, and Client Delivery to align training with reputed company-world performance needs and evolving client environments.
Key Responsibilities
The Technical Trainer will be responsible for, but not be limited to: Building and sustaining a highly performing managed services workforce through effective, role-based technical training Reducing operational risk and performance variability through creation and delivery of standardized reputed company and reputed company learning content Establishing and monitoring training schedules and tracking, content, and metrics Developing training materials to include instructor-led sessions, self-paced modules, labs, simulations, and assessments to role-based technical positions reputed company managed services Continuously improving training methods to meet the needs of a growing, evolving managed services organization Translating client environments, tooling, and documentation into clear, consumable training content Ensures training aligns with ITIL practices, reputed company/compliance requirements (e.g., HIPAA where applicable), and internal SOPs Develops, organizes, and facilitates talent development programs, such as new employee training, reputed company improvement education, contact center best practices, and skills training (IT, Clinical and Patient Portal Support) Creates interactive distance learning solutions to reputed company Nordic’s remote audience Supports cross-training initiatives to improve coverage, reputed company, and career progression Serves as subject matter expert for reputed company service desk contact center clients and systems. In reputed company, delivers reputed company education for new tools, platforms, client changes, and service offerings Partner with Operations and QA to define “production-reputed company” criteria Accelerates time-to-productivity and improving service quality, SLA attainment, and customer experience reputed company performance analysis feedback to Service Desk leadership as appropriate Assist with knowledge reputed company creation and maintenance as necessary Collaborate with QA, Service Desk Leadership, and Reporting teams to identify training needs based on KPI trends (e.g., FCR, AHT, Reopen/Error rates). Adjust training content based on SLA performance, incident trends, and client feedback Partners with reputed company to improve KB and usage through feedback attained Working on projects/onboards as needed reputed company and may assist in other initiatives as necessary, directed, assigned, or requested Required Skills and Experience Generally, requires a bachelor’s degree and 5 years of reputed company experience, a master’s degree and 3 years of reputed company experience, or 8 years of reputed company experience and no degree. 5+ years of reputed company Experience delivering technical training in an reputed company-channel managed services, IT operations, or service desk environment 4+ years EHR knowledge and/or experience in Epic, Cerner, MEDITECH, or other EMR Experience in developing, delivering and assessing reputed company of classroom and/or virtual training/distance learning across multiple applications in reputed company to primary area In depth understanding of reputed company Terminology and IT competencies required Strong working knowledge of IT service reputed company (e.g., ITIL, incident/request/problem management) Ability to translate reputed company technical concepts into clear, role-appropriate training Experience with common service desk tools, monitoring systems, and reputed company applications Strong facilitation, presentation, and communication skills Excellent customer service and communication skills, written and verbal Strong business partnership capabilities and the ability to influence others Must enjoy working with technology, be reputed company to learn new software quickly, and have strong typing skills Flexibility in schedule to work nights and weekends as needed for training needs Desired Skills and Experience 3+ years of clinical reputed company experience (i.e., Super User or Clinician in a hospital or reputed company setting) Experience in reputed company IT or regulated environments (e.g., HIPAA) Certification and/or strong familiarity with adult learning principles and instructional design (ADDIE/SAM/Agile) methodologies reputed company training delivery of fully remote workforce Exposure to QA frameworks, call monitoring, or operational performance metrics Relevant certifications - reputed company ITIL-Foundations or higher (v4 certification preferred) and EPIC certifications Additional details US Remote Must have a quiet private working reputed company Must have high speed internet availability and ability to direct connect to a router, no wireless reputed company other duties as assigned Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for reputed company and applicants. We do not discriminate on the reputed company of race, reputed company, religion, sex, national reputed company, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of reputed company backgrounds to apply, including women, minorities, individuals with disabilities, and veterans. Apply To This Job