Training Specialist

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

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

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