Trainer II - Cebu

• Create and facilitate Product Support new hire training sessions as well as cross trainings, refresher, and upskilling training.
• Leverage understanding of the industry and our customer’s needs to create an outstanding experience in every training session.
• Provide high levels of agent satisfaction measured by agent satisfaction and efficiency metrics.
• 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 development and use of knowledge management tools and adherence to quality standards.
• Assist Agents with product and process questions while continuing recommending ways that indicate a refresher training may be necessary.
• Manage situations that require real-time solutions and seek clear expectations or resolution plans.
• Utilize highly emotional situations and coach agents on best practices to de‑escalate.
• Provide weekly training updates to Leadership Team during all training sessions.
• Inform product support agents on delivering a high level of customer service within Product Support guidelines.
• Determine appropriate support for close out best support training.
• Create innovative and thorough skill development training scripts and coaching style methods and approaches to effectively relay knowledge.
• Help identify any process gaps and product gaps and work with Leadership and other internal teams to close gaps.
• Document and share product knowledge timely and accurately while performing well in the situation.
• Continue to learn and become proficient in training multiple RealPage products.
• Stay current on the releases and process changes occurring for all assigned products so that training materials and product content remain accurate.
• Participate in Agent Call Quality Monitoring program.
• Perform administrative duties as required.

• Bachelor’s degree or equivalent combination of education and experience.
• 1 year of experience as a Product Support Agent.
• Exceptional written and verbal communication including writing samples and demo presentations may be requested.
• 2 years Call Center Support experience.
• Strong knowledge of customer care processes and technologies with excellent attention to detail.
• Professional demeanor, dependable and able to maintain confidential information.
• Strong verbal and written communication skills including excellent grammar, spelling, and sentence construction.
• Exceptional analytical, listening, leadership and interpersonal communication skills with a proven ability to coach and mentor.
• Ability to rapidly gain product knowledge and effectively communicate it to agents and fellow training team members.
• Must communicate effectively with agents, management, internal departments and clients.
• Proficient in MS Office applications (Word, Outlook, PowerPoint, and Excel).
• Demonstrated ability to train and develop new and existing Product Support agents.
• Flexible, detailed, and able to successfully adapt to change.
• Ability to work independently as needed.
• Ability to work extended hours as needed.

• One year formal training, presentation and public‑speaking experience.
• Knowledge of Adobe Captivate and Adobe Creative Suite products.
• Experience developing and implementing training programs.

RealPage