Customer Support Trainer, EU – Galway, Ireland
ZeniMax Online Studios - Hunt Valley, MD

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ZeniMax Online Studios is looking for experienced and inspirational trainers for our global Customer Support Training Team. This is a full time position based at our Galway offices in Ireland. We offer a fun, exciting and challenging environment in one of the most energizing organizations in the MMO space.

Have a proven record in training and education, comfortable with working on a large International team.

Understand the need for consistency, constant review and fine-tuning of training materials and techniques.

Are organized, committed and always ready to seize the initiative.

Are proficient with a variety of training methods varying from facilitation to e-learning modules.

Are able to inspire others as well as teach them: an expert motivator and great listener.

Understand implicitly the need to give ‘royal standard’ service to a demanding online audience, and know that the people who provide that customer support are the key.

Are an eager communicator with clear, concise, direct and easy-to-understand written and verbal communication skills and a keen ear to the needs of your leadership and peers.

Have a solid understanding of contact center operations .

Are proficient in MS Windows / Office and training software / LMS (preferably Moodle).

Have a bachelor’s degree or equivalent in a training / education related field or at least three years training / education experience.

Having experience of delivering management training is a plus.

Having experience in process management is a plus.

Being a qualified teacher of DiSC or similar programs is a plus.

Having a passion for, or work experience in, the online gaming space, ideally in MMOGs, is a plus.

A part of the ZeniMax Media family.

A sister company to Bethesda Game Studios, an acclaimed industry leader.

Committed to becoming an industry leader within the MMO space.

Makers of a mass-market MMOG, along with the entire service and support infrastructure required to ensure the game’s success.

A people focused environment.

The Job:
ZeniMax Online Studios is committed to a vision of excellent customer satisfaction and retention, arising from a strong investment in the department providing that support. You will be part of the team which creates the portfolio of tools and methodologies used to deliver our first class support. This cohesive team has the opportunity to develop and support multiple departments of a 24 / 7 / 365 Customer Support environment.

Responsible for assisting in the development and delivery of the full training curriculum for a large International MMO Customer Support team encompassing all levels, from representatives to management.

Prepare, deliver, and assess presentations and training sessions for all departments within Customer Support.

We need someone to play an integral role in an online Customer Support powerhouse. Is this you? If so, we’d love to hear from you.

Applicants wishing to apply should include a cover letter and writing sample. To be considered complete, the writing sample should include a paragraph for each of the numbered items listed below:

1. For an e-learning module to be complete and successful, it must contain (or be)...

2. What has been your most successful post-training learning analysis experience, what made it successful and what would you change?

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