Avigilon Learning & Knowledge Specialist (Customer Service) Full Time in Vancouver, BC

Overview

Avigilon

Branch Vancouver BC CA

Position:
Learning & Knowledge Specialist (Customer Service)
Location:
Vancouver, BC

Learning & Knowledge Specialist (Customer Service). You will also receive a health spending account to cover additional healthcare costs, such as vision care,…

Learning & Knowledge Specialist (Customer Service)

Vancouver, Canada

Avigilon (TSX: AVO) trusted leader in business intelligence and security solutions, is defining the future of the security industry through innovative solutions. Avigilon develops, manufactures, and sells video analytics, network video management software and hardware, surveillance cameras, and access control solutions. We offer customers in approximately 120 countries a customizable, scalable and open solution to monitor property and protect people and their assets across diverse locations, including stadiums, retail environments, school campuses, casinos, critical infrastructure, and transportation stations. Avigilon products are designed and manufactured in North America, providing customers with reliable and high quality technology.

Position Overview:

You will help create programs that will be used to help onboard new employees, help train existing employees and fill in learning gaps. These programs will be used to help deepen the understanding of Avigilon products and services, customer handling and operating practices. Developing the strategy for, and maintaining the knowledge base will be another key initiative of this role. You will be a key advisor to the people leaders in Customer Service and a strong coach to the representatives and technicians on the team.

You must be adaptive, flexible and proactive in our dynamic, high energy environment. You may be in different project team roles such as writer, lead, subject matter expert, trainer or coach. Change is the only constant in our fast growing and fun company!

Responsibilities include:

• Develop and oversee training of new and existing employees within Customer Service
• Develop and oversee implementation of the knowledge management strategy (employee self-serve) for Technical Support, Customer Order Management and Field Services
• Promote best practices in learning and knowledge management
• Ability to translate technical data into user friendly documentation, coursework, labs and assessments
• Work with department leadership to develop and facilitate motivational activities for the teams
• Develop cross-training and cross-departmental training
• Provide assistance in creating content for Playbooks (standard operating procedures)
• Confer with team leadership to determine team training needs and take a consultative approach on training process
• Design courses or learning programs, leveraging a mix of one to one, in person workshop, or LMS techniques
• Working within the team and with other departments to create training, communication, knowledgebase articles, etc.
• Positively influencing and motivating the team

Qualifications:

• 2+ years of training, learning and knowledgebase design experience
• Strong understanding of adult learning concepts
• Experience with Learning Management Systems (LMS) and Knowledgebase (Salesforce)
• A high degree of independent thinking and judgment
• Degree in a related discipline

Preference will be given to candidates with the following skills and experience:

• Understanding of Avigilon Products, processes and practices
• Salesforce, Knowledgebase
• Knowledge Centered Support (KCS)
• Multilingual

Perks and Benefits:

As a full-time employee at Avigilon, you are eligible to receive a comprehensive benefits package which includes MSP, extended health, dental, medical insurance while travelling, and the opportunity to participate in the Employee Share Purchase Plan (ESPP). You will also receive a health spending account to cover additional healthcare costs, such as vision care, RMT and chiropractor visits.

Perks at our Yaletown office include an outdoor basketball court and full service indoor gym, as well as excellent proximity to public transportation.