Functional Trainer

Overview

Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit www.shift4.com.

POSITION SUMMARY

The goal of the Functional Trainer is to ensure the Operations Support team has the knowledge they need to provide Shift4 merchants with best-in-class service delivery. As a Functional Trainer within the Support Growth and Development team you will be at the forefront of our mission to deliver exceptional training through the creation and maintenance of training curriculums, leading hands on training exercises, and developing user-friendly documentation to promote a knowledge centered service culture.  Each Functional Trainer strives to maintain standards of excellence and efficiency within the organization so that all staff have access to consistent and reliable information in a timely manner about products and services offered by Shift4 and its ISVs. This position will work closely with Support, Operations, Learning & Development, and Knowledge Content teams to achieve these goals.

RESPONSIBILITIES

Deliver functional skill-based training:

• Develop and deliver advanced training sessions and workshops using effective instructional design methodologies that empower agents and merchants to resolve issues and optimize their payment processing capabilities.
• Design and lead simulation and lab-based functionality and troubleshooting exercises to enhance the learner experience through hands-on applications.
• Provide strong professional representation of Shift4 to all employees, conducting yourself and our training in a professional manner at all times. Demonstrate yourself as a leader among trainees and represent Shift4 in a positive and uplifting tone both in the classroom and the general workplace environment.

Manage training curriculums and assignments:

• Curate, update, and maintain training curriculums and assignments in a timely manner with regular updates to key stakeholders every 2-3 business days. Training assignments can encompass any or all aspects of our merchant services, including products, procedures, troubleshooting, compliance, and best practices.
• Create and maintain knowledge assessment and advancement procedures to validate achievement of the learning objectives and verify the use of knowledge based resources while servicing merchants.
• Closely collaborate with Knowledge Specialists, management, and technical developers to determine updates to procedures to ensure accuracy and relevance through training materials and knowledge content.
• Continually focus on process improvement within the training curriculums for efficiency and organizational excellence throughout servicing practices.

Develop learning content:

• Utilize instructional design applications to create advanced learning modules to support classroom training using Camtasia (videos), Articulate Rise 360 (eLearning courses) and Articulate Storyline (software simulations), or other course authoring tools to develop eLearning materials.
• Incorporate mixed media, such as graphics, animation, text, audio, and video into the learning material to deliver engaging, interactive online training solutions for products, processes, and systems.
• Receive and review feedback from learners on their learning experience and make improvements through content creation when applicable.

Transition learners to successful performance:

• Work closely with mentoring management to provide feedback with call handling and navigation inquiries.
• Assist management in the tracking, monitoring, and reporting of staff level progression toward skill achievement and professional development.
• Foster a supportive and engaging learning environment by designing and delivering training sessions that are inclusive, motivating, and tailored to the needs of trainees, ensuring they feel empowered to learn and achieve success.

Other duties as assigned to meet business needs

QUALIFICATIONS / EXPERIENCE

• Excellent multitasking, writing, interpersonal, and communication skills
• Ability to communicate technical subjects to a non-technical audience
• Resourceful and motivated to learn
• Reasoning and problem solving skills
• Strong attention to detail
• Maintain high standards of personal integrity and work ethic
• Excellent time management and organizational skills with the ability to work on multiple projects simultaneously
• Comfortable with public speaking and addressing large groups
• Strong communication, empathy, and adaptability skills to connect with trainees on a personal level, and adjust training methods to meet diverse learning needs and styles.
• Knowledge of software applications and programs commonly used for creating educational material such as Word, Visio, Confluence, and PowerPoint
• At least two years post high school education or degree in business, communications, information technology, finance, or a related field.
• Two years of instructional design experience writing curriculum, as well as building and delivering training content in the tech industry for a global audience preferred, but not required.
• Experience with some or all of the Shift4 product lines and processes and procedures, including experience troubleshooting and configuring Terminals, POS Systems or Online Stores, and understanding credit card processing and the Shift4 Gateway.

 We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.