Job Description

Brightspeed is searching for a Technical Trainer to join our team! The Technical Trainer - Operations Control Centers (OCC) is responsible for improving the performance and productivity of Brightspeed’s OCC teams through effective training programs and learning solutions. This position focuses on content development, virtual training delivery, and measuring learning impact to ensure every program drives improved operational and customer experience outcomes. The trainer designs, delivers, and evaluates learning across Dispatch, Repair, and Advanced Support functions, supporting both onshore and offshore employees and contractors. The role requires strong instructional design capability, facilitation expertise, and an ability to translate technical processes into engaging, results-driven learning experiences.

As Technical Trainer, Operations Control Center, your responsibilities will include:

• Designing, developing, and delivering technical and process training for OCC teams, including Dispatch, Repair, and Advanced Support
• Building and maintaining digital learning content (e-learning, videos, guides, simulations) for evolving systems, workflows, and customer processes
• Facilitating engaging training sessions in both live virtual and in-person formats for onshore and offshore teams
• Assessing learning effectiveness through surveys, testing, and performance metrics; using data to continuously improve training design and delivery
• Collaborating with business partners to identify skill gaps, defining learning objectives, and aligning training solutions with OCC goals and KPIs
• Maintaining accurate learning records within the Brightspeed LMS, ensuring compliance and reporting accuracy
• Reinforcing company policies, safety standards, and best practices through practical, scenario-based instruction
• Acting as a learning consultant to OCC leadership, advising on process training, onboarding strategy, and readiness planning
• Ensuring all training materials reflect current systems, policies, and methods tied to Brightspeed’s customer experience standards

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Proven experience delivering technical or process training for large-scale operations or call center environments
• Bachelor’s degree or equivalent combination of education and experience
• 4+ years of experience in instructional design, training delivery, and virtual facilitation for adult learners
• Strong ability to build engaging learning materials using digital tools and platforms
• Experience measuring learning effectiveness through testing, surveys, and performance outcomes
• Skilled in using web conferencing tools and learning management systems (LMS)
• Ability to simplify complex technical concepts for diverse learners
• Willingness to travel occasionally for on-site support or team facilitation

#LI-GF1

Additional Information

WHY JOIN US?

** We aspire to contemporary ways of working.**

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

** We offer competitive compensation and comprehensive benefits.**

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Inclusion and belonging _ are at the center of our grounding belief in Being Real._

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process.

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice