Customer Technical Support Associate Trainer

Full-time

Description

Position Overview

Under the direction of the CSS Director the Customer Technical Support (CTS) Associate Trainer conducts new hire training and continuous education training for the Customer Support Services team. This person is responsible for assisting with all training materials for systems utilized by the department such as CRM Zendesk and other systems or tools as needed. They also assist with training agenda creation creating / updating SOPs and training videos conducting quality assurance (QA) initiatives and audits and assist in supporting Customer training. This is a non-supervisory position.

Responsibilities

Training :

Contribute to the creation of onboarding schedule for Customer Support new hires

Create maintain and execute a comprehensive onboarding and continuing education program that trains new and existing CSS staff on our internal systems (CRM Online Remedy Starfruit Five9 and Zendesk) departmental processes and call center skills so that agents are equipped to deliver industry-leading customer support and experiences. Align all programs with business needs.

Directly or with supervision train CSS agents in both individual and group settings

Assist with creating eLearning training modules

Teach general troubleshooting product setup including device connections for Retail products

Work with CSS Supervisors and Leads to create and edit training support videos and document creation as needed

Assist with implementing quality standards for all CSS agents

Work with CSS departmental leadership to identify continuous technical training needs

Demonstrate flexibility with training style adapting techniques for learners with different styles

Track and analyze training effectiveness; adjust programs as needed

Follow up with departmental leadership (supervisors team leads mentors) and trainees at specified intervals to track onboarding progress

Conduct QA audits in accordance with department policies objectives and goals

General Responsibilities :

Be aware of the company goals and work to achieve department KPIs

Be available during work hours and keep Outlook calendar updated

When not teaching utilize relevant Zendesk queues to assist with incoming email requests to keep skills sharp

Submit monthly expense report via Concur

Projects as needed

Requirements

Education :

Minimum high school diploma or equivalent

Experience :

Previous training experience preferred

Proficient in Zendesk Five9 and Microsoft Teams or other similar ticketing phone and collaboration platforms with ability to learn SAP and Microsoft Dynamics CRM

6 12 months experience in Customer Support maintaining a high level of quality service meet the KPI requirements

Other Requirements :

Working knowledge and experience with Microsoft Office suite with an emphasis on Power Point Word and Excel

Excellent written and verbal communication skills

Ability to analyze and solve technical problems

Benefits :

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include :

Health & Dental Insurance

Company paid Life Insurance

401(k)

Paid Time Off benefits

Product discounts

Wellness programs

EOE / M / W / Vet / Disability

#ZR

Required Experience :

IC

Key Skills

Electrical Engineering,SQL,Active Directory,VMware,OS,Windows,Trouble Shooting,Linux,SAN,Java,Technical Assistance,Setup,hardware,Technical Support,Software support

Employment Type : Full-Time

Experience : years

Vacancy : 1