Job Description
The Technical Trainer is responsible for designing, delivering, and continuously improving training programs for Intacct, HCM, GCC, X3 Support Analysts. This role plays a key part in onboarding new team members, enhancing the skills of existing analysts, and ensuring consistent, high-quality support aligned with our service standards. By equipping analysts with the knowledge, tools, and confidence they need, the trainer supports the development of a capable and customer-focused support team.
This is a hybrid role - three days per week in our Newcastle office.
Key Responsibilities
Key Responsibilities
Deliver structured onboarding and technical training programs for Support Analysts
Design and update learning materials, guides, and curriculum to reflect product updates, support processes, and best practices.
Collaborate with product experts, team managers, and coaches to identify training needs and skill gaps.
Track learning outcomes, gather feedback, and adjust training programs for continuous improvement.
Maintain up-to-date knowledge of products, support procedures, and internal tools.
Develop Support certification, refresher training, and targeted upskilling initiatives.
Promote a learning culture through knowledge sharing and collaboration across regions.
Skills, Know-how and Experience
Proven experience delivering technical training in a support or SaaS environment.
Strong knowledge of financial management software.
Excellent verbal and written communication skills; ability to explain complex concepts clearly.
Strong instructional design skills and familiarity with adult learning principles.
Ability to engage and motivate learners in both virtual and in-person environments.
Proficiency in using learning management systems (LMS) and training tools.
Strong organizational skills and attention to detail.
Customer-focused mindset and passion for enabling others to succeed.
Competencies
Customer Focused – Committed to delivering value to internal learners and end customers.
Action Oriented – Proactively improves training content and delivery.
Trustworthy – Maintains credibility with stakeholders and learners through consistency and reliability.
Innovative – Continuously seeks better ways to deliver and scale impactful training.
Collaborative – Works closely with coaches, team leads, and SMEs to align learning with business goals.