As a Customer Operations Trainer, you will play a pivotal role in elevating the knowledge and skills of employees within the telecommunications industry. Your core responsibilities include designing and delivering training programs to ensure that technical and customer service teams are proficient in FTTH technology, enabling them to deliver exceptional customer support, drive sales, and boost customer retention. Working closely with subject matter experts and management, you will collaborate on the development of training materials, assess training needs, and evaluate the effectiveness of these programs.
About Ezee Fiber
Established in 2021, Ezee Fiber is a rapidly growing fiber telecommunications company based in Houston. We provide affordable and dependable multi-gig internet services to residential, business, and government customers through our cutting-edge 100 percent fiber-optic network. Ezee Fiber is founded upon a core ethos of exceptional customer service, lightning-fast internet speeds, and transparent, straightforward pricing. Operating a carrier-grade network across Texas, we ensure our customers are supported by local teams deeply embedded in the communities they serve.
Key Responsibilities
Training Program Development: Collaborate with subject matter experts to create comprehensive FTTH technical and customer service training programs. Develop training materials, presentations, manuals, and multimedia resources. Continuously update training curriculum to align with industry best practices and technological advancements.
Training Delivery: Conduct engaging training sessions for technical and customer service teams, covering FTTH technology, installation, maintenance, and troubleshooting. Utilize diverse training methods, including classroom instruction, hands-on workshops, webinars, and e-learning modules. Ensure that training sessions meet learning objectives effectively.
Assessment and Evaluation: Evaluate trainees' knowledge and skills before and after training to gauge program effectiveness. Gather and analyze feedback from trainees, Genesys IVR and stakeholders, incorporating improvements into training content and delivery.

Technical Support: Provide hands-on technical support and guidance to trainees during training sessions. Address technical queries and concerns, ensuring a clear understanding of FTTH technology.

Documentation: Maintain employee records of training sessions, attendance, and trainee progress. Prepare reports on training effectiveness and recommend improvements as necessary.

Compliance: Ensure that training programs adhere to safety, regulatory, and quality standards.
Communication: Collaborate closely with department managers and team leaders to identify training needs and tailor programs accordingly. Effectively communicate training schedules and requirements to trainees and stakeholders.
Experience/Qualifications