Trainer II

Overview

A Trainer II is responsible for creating and facilitating onboarding programs in order to achieve training objectives. Trainers directly support the departmental quality goals and initiatives of the Product Support organization. Trainers will always present a professional image, be a point of contact for new Product Support team members and will consistently reflect and instill the RealPage Promise for all Product Support employees. This member of the Global Operations team will act as an important source for on-going professional development during an employee’s tenure within Product Support. Trainer II’s are expected to work closely with Leadership, Global Operations and others to determine the training needs of the agents. They create materials for live session facilitation or LMS self-guided courses to efficiently close knowledge gaps and promote career growth.

Responsibilities

• Create and facilitate Product Support new hire training sessions as well as cross trainings, refresher, and upskilling training
• Leverage understanding of the industry and our customer’s needs to create an outstanding experience in every training session
• Provide high levels of agent satisfaction measured by agent satisfaction and efficiency metrics. Build and sustain strong relationships with cross functional departments to aid in training creation, review, or facilitation
• Organize training events, new hire sessions, logistics required and advocate for consolidation in training efforts wherever possible
• Coordinate third-party training resources as needed to achieve training objectives on time
• Promote the development and use of knowledge management tools and adherence to quality standards
• Assist Agents with product and process questions while documenting reoccurring requests that indicate a refresher training may be necessary
• Manage situations that require real-time solutions and setting clear expectations on resolution plans
• Diffuse highly emotional situations and coach agents on best practices to do so. Provide weekly training updates to Leadership Team during all training sessions
• Perform post training new hire evaluations and follow-up touch base/refresher sessions
• Ensure that Product Support Agents are delivering a high level of customer service within Product Support guidelines
• Determine appropriate approach to close those gaps and facilitate or publish necessary trainings
• Create innovative and thorough training sessions for agents globally using different training methods and approaches to effectively relay knowledge
• Help to identify any process, training, or product gaps and work with Leadership and other internal teams to close gaps
• Document and share product knowledge timely and accurately in the most effective manor for the situation
• Continue to learn and become proficient in training multiple RealPage products
• Stay current in the releases and process changes occurring for all assigned products so that training materials and published content is updated
• Participate in Agent Call Quality Monitoring program
• Perform administrative duties as required

Qualifications

• Bachelor's degree or equivalent combination of education and experience
• 1 year of experience as a Product Support Agent
• Experience in the training facilitation required; writing samples and demo presentation may be requested
• 2 years Call Center Support experience
• Strong knowledge of customer care processes and techniques with excellent attention to detail
• Professional demeanor, dependable and able to maintain confidential information
• Strong verbal and written communication skills including excellent grammar, spelling, and sentence construction
• Exceptional analytical, listening, leadership and interpersonal communication skills with a proven ability to coach and mentor others
• Ability to rapidly gain product knowledge and effectively communicate it to agents and fellow Training team members
• Must communicate effectively with agents, management, internal departments and clients
• Proficient in MS Office applications (Word, Outlook, PowerPoint, and Excel)
• Demonstrated ability to train and develop new and existing Product Support agents. Flexible, detailed, and able to successfully adapt to change
• Ability to work independently
• Ability to work extended hours as needed

      PREFERRED KNOWLEDGE/SKILLS/ABILITIES:

• One year formal training, presentation and public speaking experience
• Knowledge of Adobe Captivate and Adobe Creative suite products
• Experience developing and implementing training programs