Technical Support Trainer

Ensures that all staff (regular and seasonal) receive proper training on all aspects of their job including company policy and procedure.

Works closely with management to develop and modify the training program, training materials and courses. Assists in developing new training or methods of training for seasonal and new hire employees, along with continuing education of existing representatives.

Develops and implements training materials related to improving service interactions and integrating best practice to improve the effectiveness/efficiency of service provided.

Develops and maintains the schedule for: initial training and refresher training; and for new products, software or programs training.

Monitors departmental and customer service standards/goals for accuracy and compliance with company goals and provides feedback to management.

Conducts written and/or verbal coaching and feedback sessions with employees to establish and review progress towards goals and performance initiatives.

Use metrics and key performance indicators to monitor and report effectiveness of training programs including but not limited to review of email responses, call audits and other forms of communication which is customer facing. Evaluates organizational needs and make training recommendations to management.

Analyzes and communicates best practices within the department, through networking, continuing education and reading periodicals.

Collaborates with other internal teams such as engineering and quality to understand, troubleshoot solve technical issues.

Performs special project assignments as business needs dictate.

Performs other duties as assigned.