Customer Support Training Specialist
Delhi / United States / Philippines
Support – Support /
EE Full-Time /
Remote
About HighLevel:
HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home.
Our Website - https://www.gohighlevel.com/
YouTube Channel- https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g
Our Customers:
HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.
Scale at HighLevel:
We work at scale; our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.
Who You Are: As a Customer Support Training Specialist, you will be responsible for designing, developing, and delivering comprehensive training programs for all the newly hired employees within the Customer Support Department. Your primary goal will be to facilitate a smooth transition for new joiners in Customer Support Team into their roles within the company by equipping them with the necessary skills, knowledge, and resources to excel in their positions. You will work closely with the customer support leadership team to identify training needs, develop training materials, and implement effective training strategies.
Roles & Requirements
- What You Will Do:
- Design, develop, and update training materials, including presentations, manuals, and online resources, tailored to the needs of different job roles in the Customer Support Department
- Deliver job-specific training sessions to new employees of the Support team, focusing on essential skills, processes, tools, and systems required to perform their roles effectively
- Design, develop and train the existing Support employees on any Department level training requirements. Monitor training effectiveness and gather feedback from participants to identify areas for improvement and make necessary adjustments to training programs
- Collaborate with department heads, managers, and subject matter experts to ensure that training content is accurate, relevant, updated and aligned with organizational goals
- Conduct engaging and interactive training sessions using a variety of instructional techniques, such as presentations, demonstrations, case studies, and group activities
- Provide ongoing support and guidance to new employees as they transition into their roles, addressing any questions, concerns, or challenges they may encounter
- Collaborate with the Managers to ensure the new joiners’ 30 and 90 day goals are established
- Utilize various training methodologies, such as hands-on exercises, role-playing, and e-learning platforms, to cater to different learning styles
- Stay updated on product features, updates, and best practices to ensure training materials are accurate and relevant
- Assess the effectiveness of training programs through evaluations, feedback mechanisms, and performance metrics
- Proactively identify areas for improvement and adjust training strategies accordingly to enhance representative performance and customer satisfaction
- Stay abreast of industry trends, best practices, and emerging technologies related to customer support and incorporate relevant advancements into training programs.
- What You Bring:
- Bachelor's degree in Education, Training, Business, or a related field or equivalent experience2-3 years of experience with training team members in the tech industry- passion for creating an exceptional training experience
- Experience in a customer facing support role - preferred but not required
- Excellent communication and presentation skills, with the ability to effectively convey complex information to diverse audiences
- Strong understanding of adult learning principles and training methodologies
- Proficiency in creating training materials using various tools and platforms
- Detail-oriented with strong organizational and project management skills
- Ability to work collaboratively in a cross-functional team environment
- Flexibility to adapt to evolving business needs and priorities.
- HighLevel experience is a plus but not mandatory
EEO Statement:
At HighLevel, we value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way! Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
