Training Specialist - Customer Support

Summary

The Training Specialist will be responsible for onboarding new HCF Support agents, ensuring they are well-prepared for their support roles by designing and delivering training programs that improve their skills and deepen their product knowledge. The role requires a deep understanding of the HCF-related processes and familiarity with various training methods.

Requirements

• Deep understanding of the HCF-related processes, requiring the trainer to be a product expert
• Familiarity with various training methods, including virtual classroom sessions, role-play, e-learning platforms, and tools such as MS Office (Word & Excel)

Responsibilities

• Conduct new hire training sessions for batches of 15-20 agents, managing assessments and on-the-job training
• Identify training needs and conduct training(remedial/refresher) sessions for poor performers and outliers
• Handle at least five resolved tickets weekly to stay current with processes and identify gaps in the training content
• Design, maintain, and update new hire training content, schedules, and trackers for newly hired agents

Benefits

Working hours: 6:00am - 3:00pm Pacific Time