[Hiring] Training Support Representative @Prosci

Role Description

Love live sessions? Calm under pressure? Great with technology? We’ve got a remote role that plays to your strengths! We are building a talent pipeline of casual, part-time Training Support Representatives who have the flexibility to step in as needed to support our 1-to-3-day training programs. The ideal candidate will be quick-thinking, technically savvy (especially with Zoom), calm, and reliable.

As a Training Support Rep, you won’t be front and center, but you will be essential at ensuring our virtual programs are running like clockwork. This role is ideal for individuals seeking flexible, supplemental work rather than a guaranteed set of hours. Program assignments are scheduled based on business demand, with full-time resources prioritized.

Since our founding in 1994, Prosci has been laser-focused on change. By combining our deep understanding of people with a proven methodology rooted in the creation of the ADKAR® model, we’ve helped countless people and organizations thrive. Our solutions empower customers with lasting change resiliency through a unique blend of training, advisory services, and licensing options, including Kaiya, our AI change management coach.

At Prosci, we are a purpose-driven organization full of passionate, curious, and results-oriented people. Working at Prosci means being part of a dynamic team that is dedicated to our purpose of creating a world where change is done right. Join us and be part of a culture that thrives on continuous learning, growth, and making a difference.

Key Responsibilities

• Technical Support & Troubleshooting
  • Set up and test virtual platforms (Zoom, Teams, LMS) prior to sessions.
  • Monitor and manage breakout rooms, screen sharing, polls, and engagement tools during live programs.
  • Troubleshoot participant connectivity and audio/video issues in real time.
  • Coordinate with IT or vendors for escalated technical problems.
• Program Operations
  • Confirm attendance and ensure sessions stay on schedule.
  • Share knowledge check links, track results, and flag issues to the Executive Instructor.
  • Manage end-of-day communications and post-session content distribution.
  • Assist with uploading materials, permissions, and pre-session tech setup.
• Instructor Support
  • Act as the Executive Instructor’s technical partner during sessions.
  • Handle behind-the-scenes logistics so the instructor can focus on delivery.
  • Maintain calm and professionalism under pressure.
• Participant Assistance
  • Provide real-time support for technical challenges without disrupting the flow of the session.
  • Communicate troubleshooting steps clearly and professionally.

Qualifications

• Experience using and troubleshooting virtual platforms including Zoom, Teams, Webex, etc.
• Prior experience in virtual training support or technical customer service strongly preferred.
• Excellent problem-solving and multitasking skills under time pressure.
• Clear, professional communication style.
• Reliable internet connection and quiet home office setup.

Additional Information

• Time Commitment & Scheduling
  • No guaranteed minimum hours.
  • Programs run weekdays during the day, evenings, and occasional weekends.
  • Estimated volume:
    • Off season (May–August): approximately 1 program per month.
    • Peak season (September–April): up to 2–3 programs per month.
  • Candidates must be comfortable with short-term, program-based assignments.
• Training & Onboarding
  • Selected candidates will complete a 4 week paid training and onboarding period to ensure readiness to independently support programs.
  • Must be able to commit to a 9am-5pm schedule for the first 4 weeks to complete onboarding/training.
• Travel Requirements
  • This role may require up to 10% travel for on-site program support (all expenses paid), but most support will be for virtual programs.
• Work Location
  • This is a remote role in Canada, with a strong preference for Eastern Time Zone.
• Compensation
  • $25-30/hr CAD is the projected hourly rate.