Technical Instructional Designer

We are looking for a motivated and dedicated individual, who is a self-starter, to fill our Instructional Designer role supporting the Training team for Software and Technical Support. This role will be responsible for enhancing the competencies and skills of the Support Team by designing, conducting, and evaluating training programs that will boost workplace performance. The Support Instructional Designer will be an experienced professional with exposure to adult learning best practices, content creation, and delivery of virtual and in-person training. This role is responsible for executing the learning strategy while at the same time contributing to the overall goals of the department. This position will report to the Manager of Learning and Development.

Responsibilities:

Responsible for facilitating and organizing instructor-led content for high-impact training for both new hires and existing team members.

Fosters and builds collaborative relationships with internal partners to develop content, technology solutions, or measurement strategies.

Comfortable facilitating training to small and medium groups in an engaging and effective way.

Proficient in setting up and facilitating virtual instructor-led sessions.

Able to explain adult learning theory and key principles related to instructional design.

Conducts a needs assessment and identifies the data to be collected as part of analysis.

Able to describe the nature of a learning or performance problem to non-learning professionals.

Partners in the design of instructor-led training content from existing business documentation and direct updates from business partners.

Designs, develops, and maintains instructional interventions including facilitator guides, participant guides, virtual content, eLearning courses, and performance support materials for learning programs.

Modifies design process through collaboration with Senior or Manager, based on project needs.

Designs and implements formative and summative measurement strategies.

Builds and maintains training programs specifically for software and technical support functions.

Develops training content for call center agents, with a focus on troubleshooting workflows, technical product knowledge, and system navigation.

Facilitates training sessions (virtual and/or in-person), ensuring material is presented effectively and adapted to learner needs.

Collaborates with support leaders and SMEs to identify skill gaps and develop performance-based learning solutions.

Education, Experience and Skills Required:

Minimum 2 years of instructional design and instructor-led training experience.

Minimum 5 years of professional work experience.

Proven experience developing training for software/technical support environments or call centers.

Experience facilitating in-person training sessions.

Advanced computer skills (MS Word, Excel, PowerPoint, Outlook).

Bachelor’s degree in Education, Instructional Design, Communication, Organizational Development, Human Resources, or closely related field (Master’s degree a plus).

Preferred Experience, Qualifications, and Skills:

Typically requires a university degree or equivalent experience and minimum 3 years of prior relevant experience.

Experience using a Learning Management System (LMS).

Experience with virtual classroom training platforms (Webex, Adobe Connect, etc.).

Experience developing eLearning content (Articulate Storyline, Articulate Rise).

Familiar with or proficient in eLearning, video editing, audio editing, MS, and emerging technologies.

Capable of developing L1 & L2 eCourses.

Experience using video creation tools is a plus.

Working Conditions:

In Office.

Although this position generally works regular office hours, after-hours and weekend work may be required based on project and client needs.

This position will be provided a desktop and laptop.

Dress is business casual.

Occasional travel may be required (less than 5%).

Career Path & Leveling:

This position is part of a structured Instructional Designer career path, which includes levels I through IV. An individual’s placement within this path—Instructional Designer I, II, III, or IV—will be determined based on their demonstrated expertise, depth of technical and instructional design knowledge, prior experience supporting software or technical support environments, and measurable impact on training initiatives.

Progression through levels is based on a combination of:

Mastery of instructional design principles and tools

Ability to independently lead complex training projects

Contributions to the improvement of technical support team performance

Innovation in learning solutions

Collaboration and leadership within the Learning & Development team

Advancement opportunities will be assessed through ongoing performance reviews, skill development, and the individual’s contributions to the training and support organization’s success.