Customer Support Trainer

Job Summary:

We are seeking a dedicated and experienced Customer Support Trainer to join our team. The ideal candidate will be responsible for ensuring a smooth and efficient onboarding experience for new support team members by providing comprehensive training and guidance. Additionally, the role involves offering exceptional customer support to clients, ensuring the team is equipped to deliver high-quality service.

This role involves guiding new support agents through the initial setup and integration process, providing training and support, and building strong relationships with new team members in order to foster customer satisfaction and retention. The ideal candidate will possess excellent communication skills, a customer-centric mindset, and a passion for helping others succeed.

Key Responsibilities:

• Lead new support agents through the onboarding process created by support leadership, ensuring a smooth transition to our products or services.

• Collaborate with stateside support leaders and trainers to implement feedback , and tailor onboarding experiences accordingly.

• Conduct training sessions (both virtual and in-person) to educate support agents on product features, functionalities, and support best practices.

• Provide ongoing support to address any questions or concerns during the onboarding phase.

• Establish and maintain strong relationships with new support agents, ensuring they feel valued and supported. Creating an environment where company values flourish and are encouraged.

• Act as the primary point of contact for support team members during the onboarding process.

• Gather feedback from new agents regarding the onboarding experience and identify areas for improvement.

• Collaborate with stateside internal teams to implement changes based on client feedback.

• Monitor onboarding progress and success metrics, providing regular updates to the management team.

• Analyze data to identify trends and areas for improvement in the onboarding process.

Qualifications:

• Proven experience in customer support (4-5 years), training/mentorship with in Customer Support environment or account management roles, preferably within a SaaS or technology environment.

  • Strong communication skills, both verbal and written, with the ability to convey complex information clearly.
  • Excellent interpersonal skills and a customer-focused attitude.
  • Ability to manage multiple projects and priorities simultaneously.
  • Proficiency in using general software and other relevant tools.
  • Familiarity with training techniques and methodologies is a plus.

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