Support Enablement & Training Specialist – Mexico

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

Recent awards we’ve won include:

Glassdoor’s Best Places to Work 2024

Best Places to Work by Built In 2024

Great Place To Work Certified™ 2023

Fast Company’s Best Workplaces for Innovators 2023

Financial Times The Americas’ Fastest Growing Companies 2023

We see a profound opportunity for data to improve the safety, efficiency, and sustainability of operations, and hope you consider joining us on this exciting journey.

About the role:

Samsara is looking for an Enablement Training Specialist to ensure that our Global Customer Technical Support teams’ learning programs are well executed, engaging, and deliver measurable results. This role will have an immediate impact on both the agent and customer experience for a growing 24×7 global support team.

You will work closely with the support leadership, support agents, and other teams within Samsara to create and facilitate learning experiences that enable world class support for our customers. The ideal candidate has a deep understanding of adult learning theory, training facilitation best practices, and will have a passion for empowering others to succeed. This person will become a subject matter expert in Samsara’s customer and technical support agent roles and manage the details of delivering multiple learning initiatives in a fast-moving environment.

The role reports to the Support Learning Development Manager and sits on the Support Operations team, which is responsible for Service and Operational Excellence for Samsara’s Global Support organization.

This role will require you to work from our Mexico City office as needed to handle support escalations. You must reside within a 1.5 hour commuting distance from the office.

You should apply if:

You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.

You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.

You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.

You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.

Click here to learn about what we value at Samsara.

In this role, you will:

Facilitate live-virtual and occasionally in-person, instructor-led sessions to increase the engagement of all participants, set expectations, and ensure that both learners and the session leads have the tools they need to fully participate in the learning experience
Track and report progress for both onboarding and ongoing training events
Stay connected to our agents and customers by shadowing support agents, sampling tickets, and leading coaching sessions with new agents that are ramping up in their roles
Review existing training content and make critical updates to ensure the information is correct and complete
Collaborate on the design and development of new training experiences
Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Minimum requirements for the role:

4+ years of experience leading engaging remote-training events, preferably for customer-facing roles
1+ years of experience in a technical writing and/or instructional design role
Expert skills with facilitation tools such as Zoom, Google Slides, Kahoot
Comfortable facilitating training for technical, professional, and soft-skills competencies
Strong problem-solving mentality, with a bias for action and delivering results
Stellar organization skills, lending to the ability to lead training events across several time zones

An ideal candidate also has:

Bachelor’s Degree in a related field or equivalent experience
Training facilitation skills certification such as ATD Master Trainer or similar
Intermediate skills with training content development tools such as Lessonly Content Creator, Techsmith Camtasia Snag-it, Zendesk Guides, Atlassian Confluence,
Experience in a technical support or customer-facing role, preferably with a high growth startup
Call center skills certification such as COPC
Bilingual – English Spanish

At Samsara, we welcome everyone regardless of their background, race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, etc. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [email protected] or click hereif you require any reasonable accommodations throughout the recruiting process.

Flexible Working

At Samsara, we have adopted a flexible way of working, enabling teams and individuals to do their best work, regardless of where they’re based. We value in-person collaboration and know a change of scenery and quiet space to work is welcomed from time to time, but also appreciate that the world of work has changed. Our offices remain open for those who prefer to collaborate or work in-office, but we also encourage fully remote applicants. As most roles are not required to be in the office, we are able to hire remotely where Samsara has an established presence. If a role is required to be in a certain location and candidates do not have work authorization for that location, Samsara will conduct an immigration assessment. If the role is not required to be in a specific location, Samsara will move forward with the remote location that works best for the business. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company.

Please be aware that Samsara does not accept or assume responsibility for unsolicited resumes from agencies. We do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@Samsara.com’ or ‘@us-greenhouse-mail.io’.

Originally posted on Himalayas

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