Amplify
A pioneer in K–12 education, Amplify is leading the way in next-generation curriculum and formative assessment.
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Customer Care and Support (CC&S) Department Trainer (Contractor) at Amplify

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A pioneer in K-12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our captivating core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products turn data into practical instructional support to help students at every skill level build a strong foundation in early reading and math. Our programs provide teachers with powerful tools that help them understand and respond to the needs of all their students. Today, Amplify serves over eleven million students in all 50 states.
As all CC&S teams have grown both in number and size, and the number of products and variations and frequent product releases have grown exponentially, the need for individualized trainings for each department on an ongoing basis has become vital for each team to understand our products to be able to accurately work with customers efficiently.
Scope: This new position will report directly to the Customer Care & Support Director of Operations and Training, and will be directly responsible for maintaining an ongoing communication and relationship with both the Product Training and Enablement team, and with each of the departments within CC&S. The CC&S Trainer will be responsible during the on-boarding process to lead or co-facilitate a 3-4 week training and onboarding cohorts / sessions.
It is important that all new employees understand the core Amplify products, and more importantly, how they are used or interacted with by our customers. The trainer will be part of a larger team passionate about developing engaging and interactive training materials and presentations that will be used to onboard, train and mentor new and existing members across the different areas of the Customer Care and Support team. The trainer will be responsible for developing and delivering training on the different processes, tools and systems used as part of the day-to-day operations of the CC&S team, including but not limited to Talkdesk, Salesforce, Intercom, Netsuite, JIRA, and enrollment import protocols such as Amplify Admin tools.
"Amplify's COVID-19 vaccination policy requires all staff to provide proof of vaccination for in-person meetings unless an approved exemption is provided. "
Responsibilities:
The CC&S Trainer will be a product SME (Subject Matter Expert), responsible for developing and delivering training on one or multiple Amplify products. This role will be responsible for:
  • Crafting effective and engaging training sessions and knowledgment assessments that ensure employee and contractor readiness to provide support on new products, product upgrades, and/or to pick up new tasks, using new or existing tools, systems, processes and/or protocols, as implemented across the Organization and the Customer Care and Support team.
  • Working with both the Product Training and Enablement team, product owners and product subject matter experts to thoroughly learn about every relevant aspect of each of Amplify's product lines.
  • Working with CC&S departmental leadership to acquire solid knowledge on the different processes, tools, and resources currently in place across the different areas of Customer Care and Support. Having constant and direct communication with multiple teams to stay ahead of any changes, new releases, or new products within their assigned product line. Working with all CC&S department managers to build and coordinate training schedules for best implementation of individual or group training sessions
  • Supporting the different CC&S teams during times when volume requires "all hands on deck," including but not limited to Education Support, Customer Support, Enrollment and Licensing, and Purchase Order Management / Opportunity Integrity, applying their expertise to assist customers and other team members on an as-needed basis

Requirements:
  • Experience and demonstrated ability in cross departmental collaboration;
  • Expertize analyzing assessment results in order to identify knowledge gaps, training needs, as well as make recommendations on career development goals and objectives;
  • Ability to prioritize multiple training requests and anticipate training needs to ensure materials and courses are always ready to be delivered when needed;
  • Ability to use and problem tackle potential light training platform issues - Meet/Zoom issues, browser/cache issues
  • Proficiency in module creation tools, including MS Powerpoint, Google Slides, EasyGenerator, video recording programs, as well as delivery platforms such as Zoom, Google Meet, and Webex
  • Experience with both macOS and Windows 7-11 computer operating systems, including troubleshooting basic browser, cache, and system issues

Preferred
  • The ideal candidate should have validated experience instructing adults, or relevant teaching or training background, as well as experience instructing and/or training both in person, as well as remotely;
  • Creativity in engaging with the new hire cohort, crafting an atmosphere of fun, engagement and in alignment with both the Amplify values and the Training team values.
  • Have solid curriculum and lesson design experience, as well as experience crafting formative or summative assessments;
  • Have an existing familiarity with Amplify products in both purpose and navigational;
  • Prior experience using and/or delivering training on Talkdesk, Salesforce, Intercom, Netsuite, JIRA, or other similar systems.
  • Familiarity with the ADDIE model - Analysis, Design, Development, Implementation, and Evaluation-representing a multifaceted, flexible guideline for building effective training and performance support tools is desired

We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
Amplify is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.
This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.
Amplify Education, Inc. is an E-Verify participant.
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What are Amplify Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Open door policy
Group brainstorming sessions
Diversity
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
We have a variety of employee-led ERGs whose goal is to create a safe space for employees of all backgrounds and identities to find community and support in their personal and career development.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
We offer Pet Insurance options through Nationwide.
Wellness Programs
We offer a premier subscription to CALM, an award-winning mindfulness app as well as health club discounts through our Employee Assistance Program with Aetna.
Mental Health Benefits
Mental Health benefits, including access to therapists, is available through our Employee Assistance Program. We also offer employees the opporutunity to complete Mental Health First Aid training.
Retirement & Stock Options Benefits
401(K)
All full time, part-time and temporary employees over the age of 21 are eligible to partiicpate in our Fidelity 401K and/or Roth 401K plan after 30 days of employment.
401(K) Matching
Amplify provides 100% match on first 1% of employee contributions and 50% match on the next 5%, with an annual maximum employer match of $3,000.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Amplify does offer performance bonuses dependent upon the nature of your position .
Child Care & Parental Leave Benefits
Child Care Benefits
Amplify offers a backup childcare solution through Bright Horizons.
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Occassional Happy Hours during company functions.
Relocation Assistance
If an eligilbe employee is asked to relocate as part of their job, Amplify may reimburse them for reasonalbe expenses.
Home Office Stipend for Remote Employees
Fully remote employees, not assigned to an office, are eligible for internet reimbursement up to $40 per month.
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

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