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Johnson Health Tech North America · 1 month ago

Customer Technical Support Associate Trainer

Cottage Grove, WI

Full-time

Onsite

New Grad, Entry Level

0+ years exp

Johnson Health Tech North America is seeking a Customer Technical Support Associate Trainer to conduct training for the Customer Support Services team. This role involves creating and executing training programs, assisting with training materials, and ensuring that staff are equipped to provide excellent customer support.

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Responsibilities

Contribute to the creation of onboarding schedule for Customer Support new hires

Create, maintain, and execute a comprehensive onboarding and continuing education program that trains new and existing CSS staff on our internal systems (CRM, Online Remedy, Starfruit, Five9, and Zendesk), departmental processes, and call center skills so that agents are equipped to deliver industry-leading customer support and experiences. Align all programs with business needs

Directly or with supervision, train CSS agents in both individual and group settings

Assist with creating eLearning training modules

Teach general troubleshooting, product setup including device connections for Retail products

Work with CSS Supervisors and Leads to create and edit training support videos and document creation as needed

Assist with implementing quality standards for all CSS agents

Work with CSS departmental leadership to identify continuous technical training needs

Demonstrate flexibility with training style, adapting techniques for learners with different styles

Track and analyze training effectiveness; adjust programs as needed

Follow up with departmental leadership (supervisors, team leads, mentors) and trainees at specified intervals to track onboarding progress

Conduct QA audits in accordance with department policies, objectives and goals

Be aware of the company goals and work to achieve department KPIs

Be available during work hours and keep Outlook calendar updated

When not teaching, utilize relevant Zendesk queues to assist with incoming email requests to keep skills sharp

Submit monthly expense report via Concur

Projects as needed

Qualification

Training experienceZendesk proficiencyMicrosoft Teams proficiencyFive9 proficiencyMicrosoft Office proficiencyCommunication skillsProblem-solving ability

Required

Minimum high school diploma or equivalent

Proficient in Zendesk, Five9, and Microsoft Teams or other similar ticketing, phone, and collaboration platforms with ability to learn SAP and Microsoft Dynamics CRM

6 – 12 months' experience in Customer Support maintaining a high level of quality service, meet the KPI requirements

Working knowledge and experience with Microsoft Office suite with an emphasis on Power Point, Word, and Excel

Excellent written and verbal communication skills

Ability to analyze and solve technical problems