Training and Support Specialist

3 weeks ago

Santa Rosa, Philippines LegalMatch.com Full time
Overview

As a Training and Support Specialist, responsible for leading new hire training programs and enabling operational excellence through continuous learning and development. You will conduct upskilling sessions for Specialists and Team Leaders, ensuring alignment with performance standards and business objectives. This role requires close collaboration with cross-functional teams to implement continuous improvement initiatives that enhance team productivity and elevate the overall client experience.

Responsibilities
  • Conduct new hire orientation, process and product training, and guide employees through onboarding, skill enhancement, and transitioning to independent work.
  • Design, deliver, and continuously improve training programs, including advanced training for career advancement, leadership roles, and communication skills to reduce barriers for non-native speakers.
  • Develop, update, and refine engaging training materials, ensuring clarity, accuracy, and alignment with assessed training needs.
  • Provide real-time feedback, personalized coaching, and technical support to employees, including team leads progressing through leadership levels.
  • Support employees during transitions, address specific challenges, and facilitate exit processes for those not completing onboarding.
  • Serve as a backup and support team operations when needed.
  • Take phone time hours as part of training activities to stay updated and aligned with processes.
  • Monitor training and QA effectiveness, analyze insights, and recommend program enhancements to align with organizational goals.
  • Coordinate with stakeholders to ensure efficient processes, including MRM pairings and comprehensive QA systems.
  • Collaborate on developing and implementing improved QA processes to drive training and performance outcomes.
Qualifications
  • At least 2 years of training experience, preferably in lead gen, sales, technical support or customer support.
  • Excellent communication and coaching skills.
  • Ability to create and deliver effective training sessions.
  • Experience with CRM tools (Salesforce is a plus) and MS Office.
  • Strong organizational, leadership, and time-management skills.
  • Flexible and adaptable to changing priorities and schedules.
  • Self-motivated, proactive, and able to work independently or as part of a team.
  • Reliable internet connection with a backup connection.
  • Dedicated, quiet workspace suitable for virtual training.
  • Willing to work on a graveyard shift.
Why join us

We’re looking for someone who is:

  • Proactive, adaptable and flexible
  • Highly professional
  • Willing to go the extra mile to achieve desired outcomes
  • Highly collaborative
  • Committed to continuous improvements and willing to experiment with new approaches and techniques to work processes

At LegalMatch Philippines, we offer a dynamic and innovative environment where you can grow and make a real impact in legal tech. Join our team, collaborate with passionate individuals, and take the next step in your career. Apply today

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