- Provide expert support to our customers in a respectful and timely manner through answering calls/emails, especially in times of escalation- Troubleshoot with team and programmers to address the needs of our customers- Train any new, existing, and returning agencies and vendors on our systems/products—this may require travel for onsite needs- Train all team members on systems, processes and products- Establish specific objectives to meet each training request and fill a performance gap.- Determine what is needed in order to improve performance in the area of need.- Conduct regular prescribed quality reviews for agent phone calls and email for all CS agents- Monitor Productivity Reporting and metrics to provide feedback to Management on agent efficiency and improvement plans- Provide training and information on process and products to other employees- Participate in special projects and perform other duties as required including responsibilities of the CS and Research teams- Maintain Training Environment by adding agencies to it to match production accounts and requesting updates from Dev- May work within established processes to perform needs assessments and analyze the training needs of various departments for product knowledge, especially with new hires- Design and develop training courses to fulfill training objectives and employee needs. This may include designing new courses or updating existing ones- Course design must be cohesive, relevant, comprehensive and engaging. Design includes all necessary material such as KB articles, guides, handouts, role plays, case studies, power point presentations, videos, email instruction, etc.- Conduct post class follow up with students and their managers in accordance with department guidelines.- Complete all necessary reports including project status reports, travel and expense reports, feedback requests, etc.

Develop, implement, and monitor training programs.Supervise technical training for staff, including on boarding new agents and ongoing learning and development.Create and maintain brochures and training materials.Create and maintain testing and evaluation processes.Evaluate needs of company and plan training programs accordingly.Conduct performance evaluations and facilitate career development.Provide classroom training, demonstrations, on-the-job training, and meetings.Manage staff of classroom facilitators.Provide performance feedback.Conduct continuing education training.Build solid cross-functional relationships with strategic business partners.Provide logistical support, course development, delivery, evaluation, process measurements, and cost management.Assist with the development of strategic plans.Implement techniques and best practices from Situational Leadership and Crucial Conversations certifications.

Managing Global Training EndeavorsImprove local training programs as well as Training AdministratorsCollaborate across brands for Unified and Best-Practices

Facilitate New Hire Training.Guarantee Quality of Service via Chat, Ticket Response, and Phone records.Orchestrate Continued Training program designed to focus Support agent career path/opportunities.

Demonstrated proficiency to support and educate in a web hosting environment for the cPanel interface.Expected to multi-task between phone, chat, and ticket responses for customer facing issues.Bypassed 3 week training.

Responsibilities focused on On-boarding new agents, products, policies for Customer Care departmentFascilitate New Hire Training.Organize and orchestrate on-going training efforts to improve quality of service.Implemented new LMS to deliver training modules and manage knowledge articles.

Offered technical expertise and troubleshooting in a customer facing role via telephone and email interactions.Focused on core web-hosting server functionality, including Apache, Linux, MySQL, PHP, Sendmail and bash.Educated customers on server performance and proper use of tools with a focus on efficiency and maintenance.