Technical Trainer

• Designs, plans, organizes, and delivers orientation, upskilling, and refresher training programs to strengthen agents’ product knowledge, communication, interpersonal, and soft skills 

• Conducts Training Needs Analysis (TNA) using data, call observations, and stakeholder input to identify performance gaps and recommend appropriate solutions 

• Develops and facilitates role-playing activities, simulations, and practice sessions that help learners identify gaps and apply corrective actions 

• Trains employees on billing processes, tools, and systems required for their roles 

• Performs targeted troubleshooting and coaching support to help agents reach optimal performance 

• Assesses individual and team strengths and opportunities, customizing training interventions as needed 

• Creates, updates, and maintains learning materials, job aids, and reference guides to ensure accuracy and relevance 

• Conducts refresher and reinforcement sessions for tenured agents to support long-term performance improvement 

• Measures training effectiveness through post-training performance trends and recommends adjustments when needed 

• Partners with Operations, QA, and Leadership to align training initiatives with business goals and performance expectations 

• Participates actively in calibrations to ensure consistent scoring, feedback, and alignment across teams 

• Handles supervisory or escalated calls when required, after frontline agents have exhausted available resources 

• Escalates unresolved or complex cases to the appropriate department in a timely and effective manner 

• Owns assigned training programs end-to-end, from analysis and delivery to documentation and follow-up 

• Documents training observations, outcomes, and action items clearly and consistently 

• Performs ad hoc projects and supports training-related initiatives as business needs arise 

• Demonstrates adaptability by continuously improving training approaches based on feedback, results, and changes in processes or tools 

• Shows potential to mentor junior trainers or support onboarding of new training team members 

Who you are & what you’ll need to succeed.   

• Must have at least 2 years of experience in Learning & Development, Training, Facilitation, Coaching, or a related role.

• Must have at least 4 years of experience in customer-facing roles within the web hosting industry (e.g., Technical Support, Customer Support, Billing, Sales, Retention, or similar functions), with strong knowledge of domains, DNS, websites, email hosting, WordPress, SSL certificates, and related products and services.

• Must have strong knowledge in MS Office applications (MS Word, Excel, PowerPoint, Visio)   

• Must have knowledge in Training Needs Analysis, Gap Analysis, Performance Development, planning and other training-related strategies   

• Must have excellent presentation skills and ability to relate and get the best out of people   

• Must have excellent verbal and written communication skills   

• Must have high comprehension and great analytical skills   

• Must have strong organizational and team management skill   

• Must have good interpersonal skills   

• Must have the ability to develop modules, infodocs and handouts   

• Must have the ability to train, mentor, motivate, and coach people