Job Summary

Name of the role: Trainer – Customer Onboarding and Platform Support

Purpose of the role: The Trainer is responsible for developing and executing training programs that build operational excellence across Customer Onboarding and Platform Support teams supporting Cisco IQ. The role ensures new hires and existing employees acquire the required product, process, platform, and customer engagement skills to deliver high-quality customer experiences. The Trainer will drive learning effectiveness, certification programs, knowledge management, continuous improvement initiatives, and workforce readiness while partnering with Operations, Quality, and Stakeholders to improve performance and adoption outcomes.

Designation: Trainer
Main Language: English

Work Location:  Philippines
Availability of working in the following time zones: 
•    Philippines candidates: 9:00 AM PHST

Key Responsibilities

Scope of Work:
•    Design and deliver onboarding, upskilling, cross-skilling, and refresher training programs.
•    Develop and maintain training content, certifications, assessments, and knowledge resources.
•    Conduct instructor-led, virtual, and self-paced learning sessions.
•    Create training modules covering Cisco IQ workflows, platform adoption, CRM tools, reporting, and user lifecycle processes.
•    Measure training effectiveness through certifications, quality, productivity, and learner feedback.
•    Partner with Operations, Quality, and Team Leads to identify skill gaps and drive development plans.
•    Lead certification and re-certification programs to ensure workforce readiness and compliance.
•    Support change management through training on process, system, and business updates.
•    Analyze performance trends to improve quality, customer experience, and onboarding outcomes.
•    Manage knowledge repositories and ensure content accuracy and relevance.
•    Coach and mentor Team Leads and Analysts to enhance performance.
•    Track and report training, certification, and readiness metrics.

Skill Requirements

Should have:
•    Working Experience
o    Guatemala Candidates: 5–7 Years
o    Philippines Candidates: 5–7 Years
•    Experience in training, learning & development, customer onboarding, customer support, platform operations, or service desk environments.
•    Proven ability to design and deliver instructor-led, virtual, and blended learning programs.
•    Strong understanding of customer onboarding, platform adoption, and support operations.
•    Experience creating training content, certifications, assessments, and knowledge documentation.
•    Ability to analyze performance data, identify skill gaps, and drive improvement initiatives.
•    Excellent facilitation, coaching, presentation, and communication skills.
•    Proficiency in Excel, PowerPoint, Power BI, and reporting/analytics tools.
•    Hands-on experience with CRM platforms, customer engagement tools, and operational workflows.
•    Strong stakeholder management and cross-functional collaboration skills.
•    Ability to manage multiple priorities in a fast-paced environment.
•    Strong problem-solving, continuous improvement, and operational excellence mindset.
•    Understanding of user lifecycle processes, including provisioning, access management, onboarding, and offboarding.

Other Requirements

Good to have:
•    Familiarity with Cisco Meraki, Webex, Intersight, SD-WAN, Cisco IQ, or similar enterprise technology platforms.
•    Experience in learning management systems (LMS), content authoring tools, and digital learning platforms.
•    Experience managing certification programs, calibration exercises, and knowledge governance initiatives.
•    Prior experience leading trainers, handling training operations, or managing large-scale learning deployments.
•    Exposure to customer adoption, customer success, or platform enablement programs.
•    Knowledge of adult learning methodologies and instructional design principles.