Job Description
A Technical Support Trainer & Quality Specialist trains, measures and evaluates the performance of Technical Support Associates who come in direct contact with the Technical Support Team. The main goal is to ensure objectives are being met so the company maintains operations at an optimal level.
**JOB DUTIES**:
- Create and maintain department training materials
- Administer training sessions to all Technical Support
- Analyzes, designs, and implements changes to points of interaction between the customer and Technical Support Associates to enhance the customer experience
- Identifies and communicates areas of improvements to leadership to enhance agent services to customers
- Coaching agents to develop strong customer interaction skills
- Ability to partner with other departments
- Works to reduces the amount of errors per customer interaction
- Rectify errors in a speedy manner and reporting about them
- Develop, coach, and monitor corrective and prevent...
**JOB DUTIES**:
- Create and maintain department training materials
- Administer training sessions to all Technical Support
- Analyzes, designs, and implements changes to points of interaction between the customer and Technical Support Associates to enhance the customer experience
- Identifies and communicates areas of improvements to leadership to enhance agent services to customers
- Coaching agents to develop strong customer interaction skills
- Ability to partner with other departments
- Works to reduces the amount of errors per customer interaction
- Rectify errors in a speedy manner and reporting about them
- Develop, coach, and monitor corrective and prevent...
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