Customer support trainerFive9 Inc.

Job Description
Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.
We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.
Customer Support Trainer
The Customer Support Trainer is responsible for developing the strategy, planning, and delivery of training programs related to Five9 customer support. This training is usually targeted towards the Customer Support Team, but can also include other Five9 departments.
Responsibilities:
Training Delivery
Manages the learning system used by the company
Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge
Design, plan, organize, or direct orientation for processes for employees or customers.
Develop alternative process methods if expected improvements are not seen
Evaluate modes of process delivery, such as in-person or virtual to optimize process effectiveness
Keep up with developments in the area of expertise by reading current journals, books, or magazine articles.
Monitor, evaluate, or record process activities or process effectiveness.
Obtain, organize, or develop procedure manuals, guides, or course materials, such as handouts or visual materials.
Offer specific process programs to help workers maintain or improve job skills.
Develop best practices, routines, and innovative solutions to improve production rates and quality of output
Processing Internal Requests
And other duties/tasks as assigned by management
Qualifications:
A candidate:
Preferably with a Bachelor's Degree extensive, directly related experience may be considered in place of education
Minimum Training Required
At least 2 years of solid related experience in training
Experience in a call center environment
Creative thinker with the ability to develop engaging and interactive training materials
Ability to adapt to changing priorities, meet deadlines, and work well under pressure
Proven working experience in process creation/implementation
Excellent technical skills
Excellent communication and writing skills
Proficient in MS Office Applications (i.e. Visio, LucidChart, Dia, Diagramly etc..)
Experience in training delivery & curriculum development
Knowledge of process related standards
Experience in process simulations
Working knowledge of process software packages
Analytical thinker with interpersonal skills
Willing to work on rotating schedule based on business needs.
Company Benefits
Company stocks
Annual merit increase based on performance
15% night shift differential pay
Paid Leave with Cash Conversion
HMO with free dependents
Retirement Plan
Life Insurance
While on work from home setup: Internet and meal allowance are provided
Employee Assistance Program for mental and social well-being
Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
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Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
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Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.