Training Specialist II - Chat/Email Support

About The Team

RealPage Product Support is the largest centralized leasing and maintenance phone/email/chat support for the Multifamily and Senior housing industry in the US. Our India and Philippines' offices serve as a global expansion strategy providing business continuity, access to a pool of highly skilled service associates, and ability to provide competitive rates to our partners. Our well-trained associates work around the clock as a natural extension to our partners' onsite teams to field thru prospect inquiries and resident maintenance requests via multiple contact channels (phone, chat, email, etc.) We are also our partners' "first responders" regarding maintenance issues 24/7. We never miss an opportunity to deliver exceptional prospect and resident experiences with our encouraging team who believe in doing their best and helping our clients! For more information about our Global Contact Center, you may also visit: RealPage Support | Technical and Product Support Services | RealPage

The Product Support team in India communicate with customers via chat inquiries requiring assistance with RealPage software products, both technical and non-technical. The Training Specialist will assist the support staff by identifying the training needs and facilitating the training sessions. The support team will possess a deep understanding of the innerworkings of the product, perform technical analysis and communicate solutions to the customers, and findings to the Product Support or Product Engineering teams.

What You’ll Do

The Trainer is responsible for creating, maintaining, and facilitating educational programs to achieve business objectives and directly cater to the Support Organization goals and initiatives. Trainers will always present a professional image, be a point of contact for new team members, and consistently reflect and instill the RealPage Core values with all employees. This role will work closely with Leadership, Operations, Training, and other cross functional teams to determine the training needs of the employees. This position will report to the Director, Product Support in India.

Primary 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 manor 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.
  
  
  

Required Knowledge/Skills/Abilities

• Bachelor's degree or equivalent combination of education and experience.
• Minimum 10 years of overall experience, having atleast 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.
  
  
  

Preferred Knowledge/Skills/Abilities

• Formal training, presentation, and public speaking experience
• Knowledge of Adobe Captivate and Adobe Creative suite products.
• Experience developing and implementing training programs.
• Experience with one-on-one coaching and/or training
• Experience in helping create and implement agent development/action plans.
• Ability to multi-task and deal with a variety of unrelated issues simultaneously
• Primarily in-office support
• Ability to sit or stand for extended periods of time.
• Ability to adapt to different training modalities such as in-person, virtual or hybrid.