Customer Support Trainer

2 weeks ago

Hyderabad Telangana, India SmartRent Full time

**Who We Are**

Founded in 2017, SmartRent, Inc. (NYSE: SMRT) is the leading provider of smart home and property operations solutions for the rental housing industry.

We're doing big things in the proptech world SmartRent has been recognized as a winner of HousingWire's Tech100 Real Estate awards in 2021, 2022, and 2023 for the most innovative tech company serving the mortgage and real estate industries; named on Deloitte's 2023 Technology Fast 500 list of fastest-growing companies —and we're just getting started.

**Job Summary**:
**Key Responsibilities**:

- Lead new support agents through the onboarding process created by support leadership, ensuring a smooth transition to our products or services.
- Collaborate with stateside support leaders and trainers to implement feedback, and tailor onboarding experiences accordingly.
- Conduct training sessions (both virtual and in-person) to educate support agents on product features, functionalities, and support best practices.
- Provide ongoing support to address any questions or concerns during the onboarding phase.
- Establish and maintain strong relationships with new support agents, ensuring they feel valued and supported. Creating an environment where company values flourish and are encouraged.
- Act as the primary point of contact for support team members during the onboarding process.
- Gather feedback from new agents regarding the onboarding experience and identify areas for improvement.
- Collaborate with stateside internal teams to implement changes based on client feedback.
- Monitor onboarding progress and success metrics, providing regular updates to the management team.
- Analyze data to identify trends and areas for improvement in the onboarding process.

**Qualifications**:

- Proven experience in customer support (4-5 years), training/mentorship with in Customer Support environment or account management roles, preferably within a SaaS or technology environment.
- Strong communication skills, both verbal and written, with the ability to convey complex information clearly.
- Excellent interpersonal skills and a customer-focused attitude.
- Ability to manage multiple projects and priorities simultaneously.
- Proficiency in using general software and other relevant tools.
- Familiarity with training techniques and methodologies is a plus.

**#LI-Onsite**:
For our US employees, we offer 100% employer-paid medical coverage, flexible PTO (because we know how important work-life balance is), and competitive 401k and employee stock purchase plans to invest in your future. You'll fit right in if you:

- Do the hard work and go out of your way to deliver excellence
- Own outcomes and learn from your mistakes
- Are a collaborative and supportive team player; win or lose you lift others up
- Value authenticity, other's perspectives, and diversity in the workplace
- Have a passion for smart tech and the real estate industry

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