Managed Services Trainer in Flower Mound, TX at Whitlock

Date Posted: 10/7/2018

Job Snapshot

Job Description

Whitlock is has a great opportunity for an experienced trainer to join our growing Managed Services Team! As a Trainer who is part of the AV/NOC Services team, you will play a vital role in advancing Whitlock’s unique culture and enabling the success of our team members in a high performance and customer-centric environment.  The Trainer provides learning and development programs including call and ticket quality assessments, standard operating procedures and knowledge base articles. 

Whitlock is a video collaboration company that provides strategy, management, technologies and support to the world’s largest and most innovative businesses. We believe face-to-face collaboration creates stronger relationships and makes way for both business and personal success. What we give to a customer is the ability to connect, work together and share ideas with a reliable video experience. Whatever you’re trying to do, and who ever needs to join in, we’ll help you share it with the world.

Our company promotes and rewards client-focused behavior, entrepreneurial thinking, teamwork, integrity and a passion for success.

Job Requirements

  • Facilitate training programs using skillful application of adult learning theory to ensure learning outcomes are achieved. Draw upon a wide variety of techniques to ensure engagement, knowledge transfer, skill development as well as efficient and fun learning.
  • Work as part of a team to analyze, design, create, and deploy appropriate learning and performance solutions for AV/NOC Services department.
  • Use rapid design and distribution methods (virtual, classroom, blended and multi-media) that best suit audience needs and which tangibly and positively impact performance.
  • Adapt materials created for the classroom to e-learning, mobile, and social tools.
  • Responsible for measuring, evaluating, and analyzing feedback and understanding of associates trained, and adjusting materials and methods as appropriate.
  • Responsible for call and ticket quality assessments.
  • Create test cases and situations for hands-on learning sessions.
  • Responsible for maintaining Associate training completion records.
  • Responsible for creating and maintaining training schedules as required by changing business needs.
  • Responsible for follow-up process with trainees to ensure knowledge is retained and being applied.
  • High school diploma or equivalent is required; Bachelor’s degree is preferred.
  • Formal training or education in Adult Learning, Human Performance Technology, Instructional Design, Training Delivery, and Training Evaluation is highly desirable.
  • 4+ years of web based and in person software and customer service training experience is required.
  • 4+ years of experience creating and updating coursework is required.
  • 4+ years of experience using eLearning creation software (such as Captivate) and graphic creation software (such as Photoshop).
  • Professional demeanor and good people skills including the ability to interact well with customers, office personnel, field technicians, project managers, vendors, management, etc.
  • Excellent customer service skills, including the ability to handle difficult and demanding customers, set proper expectations, follow-up, etc.
  • Excellent work ethic and dedication to completing the job.


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