Job Description
Job Summary
The Trainer is responsible for delivering onboarding, upskilling, and refresher training to CE agents across multiple support tiers. The role ensures agents are equipped with the technical, product, and service knowledge required to meet quality and performance expectations.
Key Responsibilities
Deliver initial onboarding and continuous training for Tier 1–3 CE roles.
Facilitate product, policy, technical, and process training aligned with SOPs.
Assess learner readiness through certifications, simulations, and assessments.
Partner with Operations and Quality to address knowledge gaps and trends.
Maintain training materials, decks, and knowledge content updates.
Qualifications
Bachelor’s degree or equivalent experience.
Minimum 24 months experience in Training role.
Strong facilitation and communication skills.
Knowledge of chat, email, and ticket based support environments.
The Trainer is responsible for delivering onboarding, upskilling, and refresher training to CE agents across multiple support tiers. The role ensures agents are equipped with the technical, product, and service knowledge required to meet quality and performance expectations.
Key Responsibilities
Deliver initial onboarding and continuous training for Tier 1–3 CE roles.
Facilitate product, policy, technical, and process training aligned with SOPs.
Assess learner readiness through certifications, simulations, and assessments.
Partner with Operations and Quality to address knowledge gaps and trends.
Maintain training materials, decks, and knowledge content updates.
Qualifications
Bachelor’s degree or equivalent experience.
Minimum 24 months experience in Training role.
Strong facilitation and communication skills.
Knowledge of chat, email, and ticket based support environments.
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