Technical Trainer, Ecom Support in London

The primary purpose of this role is to provide operational support to multiple teams who are primarily offering customer support to our suite of Ecommerce solutions. You will require an expert understanding of Global Payments Ecommerce products and technologies and an appreciation of how they fit in with the wider payments ecosystem. You will be responsible for ensuring that the support methodology that our new teams develop is in line with our current practices and that all teams are working towards the same goal of providing first class customer experiences.

Your duties will include:

• Carrying out training sessions for new and existing customer support personnel of varying levels of ability and knowledge, including in support of our new hire boarding processes.
• Preparing relevant training material to support those sessions.
• Maintaining our documentation and ensuring that updates are regularly made so our internal resources are always accurate.
• Being involved in discussions about roll out plans to future regions.
• Understanding regional challenges that arise so that you can provide feedback to assist resolving them.
• Planning, preparing and coordinating other people or teams who may need to host training sessions or prepare documentation.

This role is extremely varied and will require some elements of travel to support new regions during the phases of their go live planning, and subsequently post launch to ensure that our expected approach to support has been implemented successfully and to make suggestions on improvements. You will be regarded as the voice of the UK&I team and given authority to discuss matters on behalf of the Ecom I&DS Leadership Team.

Our culture is all about empowering people; you will be one of our subject matter experts, providing advice, coaching and mentoring to both our existing I&DS support specialists and to new team members as they embark on their GP Ecom/GP API career path.

You will be required to plan and host training sessions for other teams around both the EU and further afield, as needed. In addition, there will be periodic requirements to attend remote or onsite workshops, meetings and project reviews, post go live mentoring sessions, etc. Being visible and approachable will be key to your success in this role.

You will be the custodian of our Support "manual" and training library, maintaining responsibility for ensuring that the resources we provide to regional teams are up to date, accurate and in a format that allows teams in other languages to make best use of the content.

It will be of utmost importance that you can successfully build a support network around you to enable you to fully deliver on all expectations. In addition, having good working relationships with other areas of the business will be hugely beneficial.

We are continually improving and evolving how we provide our customers with first class service and you will work in collaboration with our Customer Support and Product teams to drive supportability and support readiness (training, knowledge, documentation).

This role is all about being proactive; you will be continually looking for opportunities to improve our knowledge and skills, our processes, systems and tools. Consistency of support is a key factor and we want all teams in all regions to follow a known set of processes aimed at delivering quality, reliable, fast support to any customer in any region.

We use a number of applications for merchant configuration and for diagnosis and troubleshooting. You will be a key member of the team making sure people know how to use them and that they continue to be fit for purpose in the work that we do. Providing feedback to the business about issues with our tools, applications or processes will be essential as you will likely be someone that will have a birds eye view of everything that is happening across multiple regions.

Competencies (Knowledge / Skills or Abilities / Behaviour)

• Confident with designing training packs for multi regional consumption.
• Clear communicator with excellent written, verbal and listening skills.
• Demonstrated experience coaching peers and less experienced team members.
• Eager to develop and enhance our internal knowledge bases and ensure that we maintain a very standard of accuracy.
• Ability to collaborate cross-functionally to understand business requirements and translate them to effective action plans.
• Be able to confidently deliver project updates to a wide range of stakeholders.
• Have experience of delivering excellent customer service.
• The ability to maintain and build relationships both internally and externally.
• Have a keen eye for detail and be able to break down the full scope of a project into smaller manageable component parts.
• Capable of managing multiple projects and/or project tasks simultaneously, set priorities and adapt to changing conditions.
• Maintain an understanding of the changing business environment and how that could impact delivery timescales.
• In-depth knowledge of eCom and digital payments products and platforms, and how this fits into the wider payments ecosystem.

Qualifications / Requirements

• A degree in IT, Computer Science or L&D with a focus on technical/software training.
• Previous work experience in a technical training or coaching capacity, particularly SaaS or Fintech.
• Preferably prior experience working in customer/technical support in a SaaS environment.
• Experience of planning and delivering training sessions to audiences of varying abilities.
• Excellent written communication skills to ensure that all documentation is consistent and easily digestible.
• In-depth knowledge of eCommerce Solutions and business operations.
• Good knowledge of real world use cases of web and application technologies and frameworks including HTTP, HTML, CSS, JSON, etc is preferable.
• Have a valid passport and be able to travel to other countries.