Trainer, Technical Support KGB USA -
San Antonio, TX
Provide one-on-one coaching to TSRs in training to ensure the highest levels of quality customer service.
Work as a team with all members of the Quality and Training Departments to meet company training/quality goals.
Provide weekly feedback to the team on training and quality needs assessments throughout the organization and recommendations for improvements.
Work with company-wide training team to develop recognition and rewards for outstanding trainees, most improved trainees, etc.
Work to continually improve attrition and eliminate high turnover with thorough training. Job Requirements
Previous call center experience with three or more of the following characteristics: 1-2 years training/teaching experience, preferably in a technical support call center environment More than three months experience as an inbound call center TSR More than three months experience as quality assurance analyst, trainer or acting supervisor Bachelors degree (or equivalent) education Training and or management in a call center environment is preferred
Technical Skills: (2 years experience)
Broadband Internet service capabilities
Client/server software technologies
Ability to navigate database tools and related applications(e.g.,trouble ticketing system)
Knowledge of :
Computer hardware, network, operations systems, software, and protocols
Frame Relay, ATM, Ethernet, DHCP, PPPoE, Open PPPoE, DNS
Email and associated protocols (SMTP,POP, IMAP)
Email client setup (Netscape, Outlook, Outlook Express, etc.)
Personal web/home page construction
Networking components (video, data, voice)
Video, data voice service components and functionality
Home networking
Use of area wireless technologies
Wireless technology to include devices and protocols such as the distinction between 802.11a, b and g
Virtual private network (VPN)
Other emerging technologies
Successfully completes all prerequisite training including:
New Hire Training and assessment exams (e.g., simulated call handling)
Supplier supervisor training, the curriculum for which must be reviewed and approved
