SUMMARY

A Product Support Trainer 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 and 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 is an 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.

PRIMARY 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 development and use of knowledge management tools and adherence to quality standards.
• Assist Agents with product and process questions while continuing recommending ways that indicate a refresher training may be necessary.
• Manage situations that require real-time solutions and seek clear expectations or resolution plans.
• Utilize highly emotional situations and coach agents on best practices to de‑escalate.
• Provide weekly training updates to Leadership Team during all training sessions.
• Inform product support agents on delivering a high level of customer service within Product Support guidelines.
• Determine appropriate support for close out best support training.
• Create innovative and thorough skill development training scripts and coaching style methods and approaches to effectively relay knowledge.
• Help identify any process gaps and product gaps and work with Leadership and other internal teams to close gaps.
• Document and share product knowledge timely and accurately while performing well in the situation.
• Continue to learn and become proficient in training multiple RealPage products.
• Stay current on the releases and process changes occurring for all assigned products so that training materials and product content remain accurate.
• Participate in Agent Call Quality Monitoring program.
• Perform administrative duties as required.

REQUIRED KNOWLEDGE / SKILLS / ABILITIES

• Bachelor’s degree or equivalent combination of education and experience.
• 1 year of experience as a Product Support Agent.
• Exceptional written and verbal communication including writing samples and demo presentations may be requested.
• 2 years Call Center Support experience.
• Strong knowledge of customer care processes and technologies 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.
• 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 as needed.
• 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.