Apply Now Technical Support Training Specialist

3 days ago

Bangalore Karnataka, India RingCentral Full time

Say hello to possibilities It s not every day that you consider starting a new career We re happy that someone as talented as you is considering this role RingCentral is a 2 billion global leader in cloud-based communications and collaboration software We are fundamentally changing the nature of human interaction giving people the freedom to connect powerfully and personally from anywhere at any time on any device We re currently looking for a Technical Support Enablement Specialist The Technical Support Enablement Specialist will partner with customer care leadership and identify enablement needs around Customer Care networking technical and product needs according to set training standards and measure and report on the impacts of the enablement to the business Responsibilities To succeed in this role you must have experience in Develop and deliver customized customer care enablement around Technical Skills Customer communications and Support Soft skills and Product updates for RingCentral Customer Support organization incorporating the different technologies RingCentral is using such as cloud-based PBX solutions telecommunications IP networking protocols VoIP technology server application environments networking hardware and call routing technologies Create and manage a certification program for the Customer Care group In conjunction with management identify and assess training needs based on current agent level performance and Customer Care management performance and through formal analysis QA results surveys focus groups data analysis and interaction Recommend Customer Care technical training solutions to address gaps in agent performance Design and create instructional materials and job aids for training initiatives Deliver program-specific learning solutions in a manner that both engages the learners and produces the desired outcomes while using various learning methodologies Instructor Led Computer-based Learning one-on-one coaching web conferencing etc Facilitate learning by creating a positive learning climate establishing credibility as an instructor using effective presentation and facilitation skills adapting facilitation style and curriculum to learner needs providing constructive feedback managing time and group dynamics encouraging participation and building learner motivation Ensure quality of Customer Care groups training programs through continuous timely and accurate monitoring and reporting of attendance at training results of individual training programs and overall effectiveness of training Maximize Customer Care team effectiveness by providing adequate enablement support to Customer Support employees and managers Use program project management skills to manage Customer Care enablement programs related deliverables and resources against deadlines Desired Qualifications At least 5 years of experience enabling technical support representatives At least 5 years of experience designing and developing instructional enablement materials and job aids At least 3 years of experience working with telecommunications customer service networking and or VoIP technology At least 5 years of experience facilitating live or remote training Experience diagnosing hardware and network issues and implementing solutions Preferably obtain CCNA or other Networking Certifications such as Comptia and Juniper Preferably obtain Contact center experience In-depth understanding of VoIP protocol set and system interaction conferencing programs and other delivery methods

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