Online Content Development Specialist – Must be Technologically Savvy!

Mission:

The mission of American Support is to help video, voice and data companies succeed by operating efficiently, consistently and with excellent customer service, making life better for our clients, employees, investors and families while supporting our country.

The role of the Curriculum Development Specialist is to create and maintain print and web based content that is measurable and accessible to all employee and client groups supported by our organization with a focus on education as an empowerment tool that prepares employees to support their current job functions, but also prepares them for successful internal promotion within the organization. The Curriculum Development Specialist will also develop and maintain an online university specific to the needs of our employees, potential employees and clients.

Overview:

This position is a primarily internal facing role that develops and maintains print and web based training to support the educational needs of our employees and client groups using sound educational methodologies which develop knowledge, comprehension, application, analysis, synthesis and evaluation skill sets among all the groups we service both internal and external. From time to time, external contact with large scale clients may be appropriate for this role.

Training curriculum development must be developed for delivery via in person training, delivery via webinars, and delivery as self-paced online learning modules and must include experiential activities, case studies, multi-media enhancements and facilitated dialogues.

Overall Responsibility:

• Print and Web-Based Content Development / documentation

• New Hire Programs & Ongoing Programs for:

• Development and maintenance of online university

• Maintains and builds new client specific Knowledge Bases

Core Competencies:

• Does great work

• Gets to the root of issues

• Self-motivated

• Organized and extremely detail oriented

• Project Management skills

• Communicates clearly in both technical writing and video content

• Displays a positive and friendly demeanor at all times

• Engaging and confident

• Technology Savvy

• Creative

Role Responsibilities:

Print and Web-Based Content Development

• Within first 3 months of employment, develop and then maintain with 100% accuracy, a 40 hour Corporate employee Overview Training Program developed for self-guided training or virtual training via webinar.

• Update, build and/or maintain a client specific 2-week intensive New Hire Program for each of the following teams:

• Tips & Tricks Tuesday: On the first Tuesday of each month upload a Tips & Tricks online newsletter in Help Desk. Newsletter to include 3 Tips total for working more efficiently in one of our organization-wide tools.

• Develop 100% accurate ongoing training modules for use by the training department for their monthly training calendar.

• Create a documentation audit calendar, gain approval from Director, Success Management, and implement with 90% accuracy.

• Provide a quarterly curriculum development plan to the Director of Success Management and VP, Operations for implementation approval.

Maintains internal Contact Center Knowledge Bases (KBs):

• Maintain the Knowledge Base Numbering template with 100% accuracy. Template to be provided by VP, Operations.

• Make requested KB updates within 3 business days of receipt. KB details to be provided in full detail to Curriculum Development for verbiage tweaks and multi-media input.

• Create new KBs for new clients utilizing KB Template Site then make necessary updates based on client’s conversion project timeline.

Development and maintenance of online university:

Qualifications:

• Bachelor’s degree in education, technical writing, corporate training, corporate communications or equivalent work experience.

Required Skills:

• Excellent communicator.

• Quick learner that is able to self-train and pick up new skills quickly.

• Must be a detail-oriented, self-motivated team player with the ability to prioritize and work on multiple projects simultaneously within tight deadline constraints.

• Adaptable self starter with strong project management skills.

• Knowledge of how adults acquire and use information and skills, and of training techniques suitable for different learning styles; able to implement this knowledge in a fully virtual environment via organizations selected web-based platforms.

• Skilled in the use of audio-visual equipment and personal computers, including presentation software.

• Skilled in systematically determining training needs, including identifying the components of performance and developing strategies for achieving performance improvement.

• Excellent oral and written communications skills; presentation and group facilitation skills.

• Skilled in research, observation, coaching and providing feedback to employees and executives.

Experience Required:

• One or more years experience technical writing or content development. Ideally this experience would be in a call center environment.

Experience in the Following Areas is a Plus but Not Required:

• At least three years experience content development experience in a classroom setting or corporate setting, secondary, post secondary or corporate training.

• Certification in ESL or Structured English Immersion beneficial.

• Experience utilizing Blooms Taxonomy, impact learning techniques, thinking maps.

• CSG Systems, Salesforce.com, Google Apps, Cloud based applications.

• Knowledge of call center operations, virtual company operations, cable, internet, and VOIP providers.

Work Environment:

• Physical Demands: Work requires frequent sitting and use of keyboard/computer. Work is subject to significant telephone contact and virtual meeting contact with other departments and client personnel.

• Working Conditions: Normal office environment with little or no exposure to adverse working conditions. Work may occasionally include travel, long hours, week-ends and holidays.

How to Apply: Follow the directions at: https://docs.google.com/fileview?id=0B5mMCtlcQjQ6MTc3NzVmODQtNGM3Zi00YjM2LTgwM2MtNjQxOWUyY2JlOGM0&hl=en&authkey=CJmI_MgH

Full Details of Job & Application Process can be found at: http://www.americansupport.com/about-us/jobs/now-hiring-curriculum-development-specialist