Technical Product Trainer

4 weeks ago

Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full time

Job Qualifications:

  • 1-2 years Technical Training delivery experience in a Technical contact center environment
  • Hands-on experience on Linux, Networking (thorough with OSI Model, Protocols, TCP/IP stack), Wireshark analysis, SSL Certificates, Active Directory knowledge.
  • Knowledge on Windows, software installation, registry editor, and Windows Management Instrumentation.
  • Knowledge on Security platforms will be required for this role. Experience with Nessus will be a plus.
  • Excellent written and verbal communication skills.
  • Experience with Training need analysis and training need identification for the program; should be able to plan and deliver refresher sessions to the team as needed.
  • Thrives working in a team environment as well as comfortable working independently with minimal direction.
  • Ability to multi-task and manage multiple priorities in a fast-paced environment.
  • Training experience is a must.
  • Passport Holder.
  • Graduate in a Technical Field, where you have learnt about programming in C, C++ will be a plus.

Job Responsibilities:

  • Provide end-to-end Training on Nessus products and processes (classroom and virtual training).
  • Real-time support to existing staff members.
  • Provide upskilling and updates on Nessus products.
  • Provide training needs analysis and perform training need identification. Able to provide recommendations and come up with a training plan addressing existing opportunities.
  • Client relationship management (Update client on what is happening from a training standpoint).
  • Handle support issues from Nessus customers via web to case, voice, and chat channels for a brief period of time.
  • Handle product how-to, configuration, and product installation inquiries using fixes and solutions from the Nessus support knowledge base. Ability to check the Security platform for CVE and NDE to ensure that the status of the patch is in place.
  • Utilize Tenable Salesforce instance to document all support interactions and advance issues to other support teams per documented processes. Ensure that case documentation is a part of new hire training and put more emphasis on clear documentation.
  • Ensure that the team reduces the escalations to Level 2 team.
  • Ensure customer feedback is properly channeled into Product Management and Research & Development.
  • Identify opportunities to improve or add content to the Nessus Support Knowledgebase and work with an SME to get the content added so it can be reused.
  • Work closely and build relationships with the rest of the Tenable team, including Sales, Customer Advocacy, Research & Development, and Operations.
  • Training Need Analysis on a monthly basis and host refresher sessions for the team, to upskill/reskill the team on various technical topics.
  • Reports on Training and Refreshers will be required.
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