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Training Specialist II

1 month ago

Hyderabad, Telangana, India RealPage, Inc. Full time

About the Role

RealPage, Inc. is seeking a highly skilled Training Specialist II to join our team. As a key member of our Product Support team, you will be responsible for creating, maintaining, and facilitating educational programs to achieve business objectives and directly cater to the Support Organization goals and initiatives.

Key Responsibilities

  • Maintain and facilitate training sessions for onboarding, cross trainings, refresher, and upskilling training for Non-Technical and Technical Support Team.
  • Leverage understanding/experience of the industry and our customer's needs to create an outstanding experience in every training session.
  • 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 the development and use of knowledge management tools and adherence to quality standards.
  • Assist employees with product and process questions while documenting engagement.
  • Manage situations that require real-time solutions and setting clear expectations on resolution plans.
  • Diffuse highly emotional situations and coach agents on best practices.
  • Provide weekly training updates to Leadership Team during all training sessions.
  • Perform post training new hire evaluations and follow-up touch base/refresher sessions.
  • Ensure that employees are delivering a high level of job performance and determine appropriate approach to close gaps where necessary.
  • Help to identify any process, training, or product gaps and work with Leadership and other internal teams to close gaps.
  • Document and share product knowledge timely and accurately in the most effective manner for the situation.
  • Stay current in the releases and process changes occurring for all assigned products so that training.
  • Ensure materials and published content is updated.
  • Perform administrative and other duties as required.

Requirements

  • Bachelor's degree or equivalent combination of education and experience.
  • Minimum 10 years of overall experience, having at least 5 plus years of experience in training delivery and training management in International Customer Support (Phone/Chat/Email/Technical Support) for India (and global teams if needed).
  • Minimum of 1-2 years of hands-on experience working as an International Customer Support experience (Via Phone/Chat/Email/Technical Support)
  • Strong knowledge of customer support operations, processes and techniques with excellent verbal and written communication.
  • Compulsorily proficient in MS Office applications (Word, Outlook, PowerPoint, and Excel)
  • Preferred proficiency in Sql, Technical Documentation and writing knowledge articles.
  • Ability to communicate, coordinate and collaborate with agents, global teams, management, internal departments, and clients maintaining professional demeanor.
  • Exceptional analytical, listening, leadership and interpersonal communication skills with a proven ability to coach and mentor team members in customer support departments.
  • Ability to gain portfolio product knowledge, demonstrate flexibility, detailed, and able to successfully adapt to rapid change.
  • Ability to work independently.
  • Ability to work extended hours as needed.
  • Willingness to work in India night shift hours.

About RealPage, Inc.

RealPage, Inc. is a leading provider of software and services to the multifamily housing industry. Our team is dedicated to delivering exceptional customer support and training to our clients, and we are seeking a highly skilled Training Specialist II to join our team.