Digital Learning & Support Trainer Specialist (SDQ)

Position Summary:

The Digital Learning & Support Specialist is a mission-critical role that provides the hands-on, day-to-day support required to ensure the success of the manager's strategic initiatives. They are the practical implementer and direct line of support for both trainers and end-users.

Key Responsibilities:

• Operational Excellence: This specialist ensures the seamless execution of all digital training programs. They handle the content updates, technical maintenance, and user support for simulators and AI agents, allowing the manager to dedicate their time to high-level strategic planning and analysis.
• High-Fidelity Data Collection: They serve as the on-the-ground data gatherer. They can help set up feedback loops, track user issues, and collect qualitative data from trainers and associates, providing the manager with rich, granular information that complements the dashboard metrics. Their proficiency in Google Workspace is crucial for managing this information.
• Direct Trainer Empowerment: By providing direct, one-on-one technical support and co-facilitating workshops, the specialist helps trainers feel more confident and competent in using new digital tools. This direct assistance significantly boosts the adoption rate and effective use of the new training platforms.
• Improved Learner Experience: The specialist is the first point of contact for associates experiencing technical issues with the learning platforms. Their ability to quickly troubleshoot problems ensures a positive and uninterrupted learning experience, which is vital for engagement and skill retention.
• Increased Innovation Pipeline: With the specialist managing the operational side, the manager can dedicate more time to research and development. This continuous cycle of innovation allows the department to stay ahead of the curve and consistently deliver cutting-edge learning solutions.

Required Skills/Abilities:

• Advanced English proficiency. 
• Technical Proficiency: A strong understanding of digital learning tools and platforms, including familiarity with Google Workspace and an ability to quickly learn new software.
• Troubleshooting & Support: Excellent problem-solving skills with a patient and helpful demeanor. Must be comfortable providing technical support to individuals and groups.
• Content Management: Experience with updating and managing digital content within learning management systems (LMS) or other platforms.
• Communication & Collaboration: Strong communication skills, both written and verbal, for creating support documentation and providing clear instructions to trainers and learners.
• Detail-Oriented: A meticulous approach to tasks, ensuring that all content is accurate and all technical issues are resolved thoroughly.

Education and Experience:

• 1+ years in training customer service or a service-oriented role (at a startup is a major plus; Fintech & Healthcare is even better), or BPO.
• Senior college student in Business Administration, Marketing, Statistics, Graphic Design or related fields.

Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like Barna
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.