Bilingual service scheduling agent booking Geek Squad field - service appointments and handling customer inquiries. Supporting Best Buy customers through phone and chat while recording service information.
About the role
- Bilingual IT Trainer developing and delivering training programs and e-learning modules at McCarthy Tétrault in Montreal. Collaborating across teams to facilitate employee learning and technology upgrades.
Responsibilities
- Providing input and collaborating with key stakeholders to develop, manage and maintain training, strategies, polices and standards.
- Developing new hire training curriculum.
- Working with Professional Resources and HR for scheduling and delivery of new hire training.
- Developing and delivering of workshops, demo sessions and training programs related to upgrades and new technology including the following: Identifying firm-wide and local office requirements and improvements.
- Designing schedule in collaboration with Manager, Legal Assistants, Director, HR and Director, Professional Resources.
- Scheduling classes and participants.
- Conducting training (includes ‘just in time’, ’one on one’ and ‘Train the Trainers’ and assessing user training program effectiveness).
- Managing assessments including reporting.
- Developing and maintaining e-learning modules.
- Assisting with maintaining tips and tricks and materials posted on the firm’s internal intranet.
- Soliciting and documenting user requirements and feedback including attending staff meetings.
- Reviewing macro requests, discussing with firm-wide training team, providing input to applications team regarding design and test prior to deployment.
- Participating in/executing firm-wide and local office testing of upgrades and net new software, including the following: Coordinating with appropriate Applications Analyst, Business Analyst and QA Manager.
- Assisting with identifying testing requirements (including local office features and customizations).
- Review of test plans (including required testing resources and schedule).
- Conducting testing and participating in feedback/review meetings.
- Reviewing and verifying results with appropriate Application Analyst, Business Analyst, QA Manager.
- Assisting in deployment testing.
- Leading and participating in local and firm-wide projects.
- Writing and maintaining training documentation and staff manuals, including the following: Creating and maintaining the user facing knowledge base articles in ServiceNow.
- Performing task requests related to the user facing knowledge base articles in ServiceNow.
- Providing end user support coverage including: Troubleshooting issues and working with other IT departments to assist in the resolution.
- Entering issues into the tracking system and following up on outstanding issues.
- Creating and maintaining French documentation and translating communication and documentation.
Requirements
- At least 5 years of experience in learning and development—including instructional design, curriculum design, training development and delivery, and workshop facilitation.
- Extensive knowledge of Microsoft Office applications.
- 6 to 10 years of related experience is preferred.
- Solid knowledge of adult education theories and practices.
- Development of elearning strategies and modules.
- Excellent verbal and written communication skills.
- Excellent interpersonal skills including ability to correspond with lawyers and staff.
- Ability to transfer knowledge in an efficient, pleasant, and effective way using a variety of techniques including the ability to create end user documentation.
- Willingness to learn new software applications, operating systems and hardware.
- Bilinguism French English required.
Benefits
- Outstanding benefits from day one, including insurance premiums paid by the Firm and wellness and technology reimbursements.
- Competitive compensation, paid overtime and generous time off, including a day off to volunteer and a day off for your birthday.
- A commitment to professional development and growth opportunities for our people at all levels, supported by a culture that fully embraces and encourages two-way feedback.
- Strong community involvement and a commitment to equity, diversity and inclusion.
- A collaborative, cohesive culture that connects lawyers and business teams through collective purpose.
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