Support Trainer
Support Trainer
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Job Description
QAD is building a world-class SaaS company and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain. Only candidates based in Mumbai Pune or Chennai will be considered as our operations are strictly limited to these three locations.
The Senior Support Trainer plays a key role in strengthening the capabilities of QADs global Support organization by delivering structured impactful training programs. The primary objective of this role is to equip Support team membersboth new and experiencedwith the product knowledge tools proficiency process clarity and soft skills necessary to provide world-class support to our customers.
The role encompasses end-to-end responsibility for training across four focus areas: New Hire Onboarding Continuing Education New Product & Process Training and Soft Skills & Tools Enablement. It requires close collaboration with Support leadership Product Management and subject matter experts to ensure training is aligned with business priorities and reflects the evolving needs of a dynamic SaaS environment.
With a global scope the Senior Support Trainer must tailor training approaches to different audiences while maintaining consistency in content and outcomes. The role also involves evaluating training effectiveness and continuously improving content based on feedback performance trends and product updates. This position is pivotal to driving a culture of continuous learning and ensuring our support teams are fully prepared to meet customer expectations as we scale.
1. Training Delivery:
Conduct engaging and effective training sessions on QAD products tools and processes in both virtual and in-person formats.
Tailor delivery approaches based on audience experience and learning style.
2. Content Development:
Design and develop self-paced digital learning content using modern instructional design principles.
Incorporate AI tools and innovative learning methods to enhance engagement and knowledge retention.
3. LMS Administration:
Manage the Learning Management System (LMS): assign courses monitor completion conduct knowledge checks and generate training reports.
Ensure seamless user experience and data accuracy within the LMS.
4. Stakeholder Collaboration:
Partner with internal teams such as R&D Tier 3 Support and Product Management to facilitate knowledge transfer sessions.
Act as the liaison between subject matter experts and the support team for effective training content.
5. Training Governance & Communication:
Maintain and regularly update the Support Training Portal with the latest learning content product updates tools and process changes.
Provide feedback and progress reports on new hires; identify and escalate any performance or engagement concerns.
6. Industry Awareness & Agility:
Stay current with trends and developments in the tech and learning industries.
Embrace new learning technologies and methodologies including AI-driven tools.
7. Project Management (Preferred):
Lead or participate in training-related projects and initiatives.
If lacking prior experience demonstrate willingness to learn and manage projects within the training domain.
8. Shift Flexibility and flexibility:
Support a global audience by delivering training during EMEA and AMS-friendly hours as needed.
Participate in shift rotations weekend shifts and on-call coverage to provide uninterrupted global support.
Fulfill additional responsibilities as needed to support organizational goals and priorities ensuring alignment with the overall mission of delivering high-quality support.
Additional Information :
- Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.
- Opportunity to join a growing business launching into its next phase of expansion and transformation.
- Collaborative culture of smart and hard-working people who support one another to get the job done.
- An atmosphere of growth and opportunity where idea-sharing is always prioritized over level or hierarchy.
- Compensation packages based on experience and desired skill set
About QAD:
QAD Inc. is a leading provider of adaptive cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences. In order to survive and thrive manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises. QAD solutions help customers in the automotive life sciences packaging consumer products food and beverage high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.
QAD is committed to ensuring that every employee feels they work in an environment that values their contributions respects their unique perspectives and provides opportunities for growth regardless of background. QADs DEI program is driving higher levels of diversity equity and inclusion so that employees can bring their whole self to work.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race color sex age national origin religion sexual orientation gender identity status as a veteran and basis of disability or any other federal state or local protected class.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
