What you'll be doing...
Visible & You
At Visible, we're building a new, entirely digital way to deliver mobile phone service to fit the needs of people who live their lives on their phones. With one simple price, we offer unlimited data, messages, and minutes, on America's best 4G LTE network. Based in Denver, CO, we're a team of passionate people imagining and building the future of mobile phone service, while creating a new culture and ways of doing business from ground up. No single day will feel the same, and change is the only constant. If you love all of that, plus the challenge of delivering the best experience to our customers in the simplest ways (and knowing that simple requires a lot of work behind-the-scenes), check us out at https://visible.com. We are Visible.
This is a full-time position based at the Visible headquarters in Denver, CO, where you will collaborate with team members across functions as well as our executive team.
Learning & Content Designer
Your Role at Visible
We have identified the need for a Learning and Content Designer to support our Care organization. The Designer will be responsible for crafting agent training material, identifying agent knowledge and performance gaps, and improving the ways agents access, understand, and apply information
Conduct analysis to identify agent opportunities and develop training to increase performance accordingly
Work cross functionally to develop trainings and documentation to support care tools and processes as well as new feature releases
Redesign and continually iterate on agent training to support new training classes and digital delivery
Evaluate training efficacy and apply learnings into future trainings
Lead train the trainer sessions with our vendor partner
Potentially expand function to support internal training as necessary
Become a subject matter expert of our products, our care processes and general business
Work with digital operations to drive enhancements to our agent platforms including AI, chatbot, salesforce
What we're looking for...
What You Bring to Visible (a.k.a. qualifications)
Bachelor's degree or equivalent work experience
Proven track record supporting Tier 2 Support organizations with effective training, training material creation and innovative improvements for various audiences
Proven track record of creating training material from ground zero
Previous experience working with Vlocity, and Salesforce preferred
Ability to identify process improvements and build collateral material and training sessions to support ongoing improvements
Previous experience in digital support preferred
Familiarity with adult learning principles, theories, concepts
Ability to develop and customize activities to ensure participant engagement and knowledge retention
Creativity in the development and delivery of learning experiences
Strong organization and planning skills
Strong analytic skills (Excel) to proactively identify care trends and training needs, and determine the efficacy of training post-delivery
Experience with Captivate, Articulate, Camtasia, or comparable learning content creation software
Excellent critical thinking and decision-making skills
Excellent understanding of social channels and digital support/delivery
More about Visible
We are proud to work at a place free from discrimination. We believe that diversity of experience, perspectives, and background will create a better environment for our team and a better product for our members. Come join us at Visible and be part of changing the way mobile phone service works for everyone.
When you join Verizon...
You'll have the power to go beyond doing the work that's transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you'll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we'll go far.
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.