Posted a month ago by

Instructional Designer

San Francisco, CA, United States
Employment: Full Time Experience: Mid-Level

Do you love to help people to learn new tools and systems? Love to teach and develop content? Zendesk is looking for an Instructional Designer (ID) to join its Customer Education team. As one of our IDs, you’ll be part of a growing team that is critical to Zendesk’s growth and our customers’ success. Your specific area of responsibility will be developing training content for administrators and agents who use our products to deliver great customer service. You’ll work with trainers and our partners in the product team to identify areas that customers need to learn to maximize their adoption of our products and to overcome obstacles in the learning process. You’ll create content in different formats and for a variety of contexts: Elearning and short videos; instructor-led training, and content suites for day-long events.

Skills and Knowledge:
  • Knowledge of the Zendesk product and platform
  • Knowledge of Instructional Design best practices
  • Strong customer-facing and presentation/facilitation skills
  • Ability to partner with SMEs and distill their knowledge into teachable chunks
  • Ability to communicate abstract or technical information to both technical and non-technical audiences in a way that is digestible
  • Strong writing skills
  • Ability to identify the best learning delivery formats for a specific set of learning goals
  • Ability to scope and manage projects
Tools:
  • Presentation software (e.g., Keynote or PPT; Google slides)
  • Content and documentation software (e.g., Google docs)
  • Content and course development tools (e.g., Camtasia, Storyline, Captivate)
Teamwork:
  • Ability to collaborate with others
  • Ability to solicit and give and accept feedback from key stakeholders and reviewers
  • Proactive communication and self-education
  • Problem solving
Responsibilities:
  • Work with SMEs to define training requirements and learning goals
  • Create content in different formats (videos, elearning, ILT)
  • Solicit reviews from stakeholders and SMEs
  • Review content for clarity and provide feedback
  • Update and maintain content
  • Work with other Instructional Designers to define and write assessments
Required Skills
Equal Opportunity Statement

Individuals seeking employment at Zendesk are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

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