Customer Support Training Specialist

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Requirements:

• 3+ years of call center customer service experience in an inbound contact center.
• 3+ years experience as a customer service representative or tech support trainer.
• 2+ years training in content writing.
• 1+ years of experience using Google Suite.
• Ability to write effective training content aligned with company values.
• Analytical skills for interpreting data and identifying trends.
• Strong communication skills to provide feedback to employees.
• Adaptable and flexible to process changes.
• Willingness to answer questions and solve problems.
• Excellent attention to detail in documentation.

Responsibilities:

• Become the subject matter expert on processes and procedures to craft training content that elevates the customer experience.
• Teach skills to newly hired employees at various levels.
• Improve workflows to enhance customer experience.
• Ensure customer satisfaction metrics are met for training programs.
• Organize training programs for new hires in systems and customer service skills.
• Coordinate training for new department procedures and workflows.
• Work with Quality Assurance to identify areas of deficiency and develop training.
• Monitor new hire progress for the first 30 days.
• Review interactions for effective training on service skills and quality.
• Provide performance feedback to Team Leaders and Managers.
• Offer individualized feedback to new employees.
• Support improvements to meet high customer experience standards.
• Conduct live training classes regularly.