Technical Trainer

Esri Malaysia is a multi‐national organization specializing in enterprise software solution for large public sector customers, GLC and corporates in Malaysia. We expanded our business to Malaysia in 1983 and have since developed a loyal customer base leveraging on strong brand recognition, globally proven solution and industry expertise in Malaysia, South Asia and USA.

We have largest market share and business growth is promising. Existing pool of resources can provide high quality consultancy services, project implementation and comprehensive customer support and now employs over 200 people in Malaysia.

As we continue to evolve and grow our business, we are looking for new ways to work more efficiently and more effectively. That’s where you come in

**Please note this is a 24-month contract which will include night shifts, with overtime pay provided.**

**You must hold Malaysian citizenship to be considered.**

**About the Role**

Your key responsibilities will include:

- Partner with operations leaders to align business objectives and address skills gaps through training.
- Facilitate technical support training programs, instructor-led sessions, and refresher courses related to database management concepts and topics.
- Collaborate with Group Leads and Tech Leads to share information and drive collective understanding around product support.
- Ensure new Analysts are appropriately oriented and engaged with our products and technologies.
- Coach analysts one-on-one and in groups through case issues before engaging Tech Leads through a tech assist and provide evaluation and feedback reports related to coaching sessions.
- Promote program offerings and drive engagement with learning materials throughout offshore teams.
- Review learner assessments to determine the achievement of learning outcomes and to measure analyst readiness.
- Collaborate with other Technical Trainers to ensure proper knowledge of (geo)database interactions with ArcGIS Clients.
- Develop a quarterly evaluation to monitor technical scores for technology-specific skillsets (Pro-Data and enterprise-data).
- Work closely with the Training Lead to evaluate existing material for timeliness, content, and gaps.
- Provide an onboarding schedule as per the Training Lead's request.
- Conduct call barging/call recording listening and mock calls as needed.
- Attending Esri Inc. conducted training sessions.
- Be a resource for the organization and assist in projects allocated by management.
- Attend common meetings, such as weekly leads meetings, enablement meetings, and training team meetings.

**About You**

We are seeking a proactive and reliable technical support professional, adept at handling technical requests and support, and capable of effectively interacting with customers.

To be successful in this role, you will need:

- 2 to 3 years or more of technical role or technical training (educating).
- Having a Training background and experience will be an added advantage.
- Knowledge of ArcGIS Enterprise, ArcGIS Pro, RDBMS (Oracle, SQL Server, or PostgreSQL), SQL, and Python.
- Ability to work with a team in a constantly challenging and evolving environment.
- Ability to explain complex concepts, processes, and tasks in understandable terms.
- Passion for influencing and improving the quality of Esri Support Services and contributing to the growth of our staff.
- Enthusiasm and drive to learn and understand all aspects of Technical Support
- Proven ability to effectively communicate and influence cross-functional teams.
- Background in software support or technical customer service with direct end-user contact.
- Exceptional written and verbal communication, presentation, and interpersonal skills, including gathering feedback and creating or delivering presentations.
- Able to work during the night shift working hours (Domestic hours) supporting stakeholders.

**Why Esri Malaysia?**

At Esri Malaysia, we foster an inclusive, people-centric environment that values both professional excellence and personal well-being. Joining us, you will be provided with:

- ** Investment in your Growth**:Access dedicated training and development programs, allowing you to continuously upskill and grow in your role.
- ** Career Advancement**: We promote internal mobility, and provide clear pathways for career progression, empowering you to navigate and elevate your professional journey.
- ** Appreciation and Engagement**:Enjoy a range of benefits, including Flexi Benefits, Medical & Insurance, Yearly Salary Increment, Staff Awards, Engaging Events, and much more.
- ** Performance Recognition**: Enjoy a financially rewarding profit-sharing bonus.
- We are a 2025 Circle Back Initiative Employer - we commit to respond to every applicant._

**Please note that Esri Malaysia does not accept unsolicited resumes from recruiters or employment agencies.