Customer Care Training Specialist at RingCentral

Bulgaria

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, TelecommunicationsIndustries

Requirements

At least 2 years of experience enabling technical support representatives
At least 2 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 2 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
On-site presence at the office 4 days a week

Responsibilities

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 technologies 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, 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 engages learners and produces desired outcomes 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