Job Description
Role Summary:
The Customer Service Trainer is responsible for enhancing the quality, consistency, and effectiveness of Managed Services IT support calls. By delivering training programs that focus on customer handling and communication skills, this role drives higher CSAT, FCR, and QA scores. The trainer develops, delivers, and continuously improves training initiatives for service desk teams across various levels in an IT Managed Services environment.
Key Responsibilities:
The Customer Service Trainer is responsible for enhancing the quality, consistency, and effectiveness of Managed Services IT support calls. By delivering training programs that focus on customer handling and communication skills, this role drives higher CSAT, FCR, and QA scores. The trainer develops, delivers, and continuously improves training initiatives for service desk teams across various levels in an IT Managed Services environment.
Key Responsibilities:
- Design and deliver call quality training programs for Managed Services employees (e.g. Level 1, Level 2, Level 3, RMM, Incident Management Analysts etc).
- Develop and train on email, chat, and ticket etiquette aligned with best practices.
- Conduct new-hire onboarding and refresher training focused on call handling excellence.
- Create role-play scenarios based on real customer issues and call recordings.
- Provide one-on-...
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