Trainer

Job Title: Trainer SpecialistLocation: Ultralag, Heredia (On site)Education: Bachelor’s degree or equivalent experience in Training, Education, Communications, or related fieldExperience: 1–3 years in training, L&D, support operations, or similar rolesNo of Openings: 1Summary:The Training Specialist plays a key role in enabling support teams through onboarding, ongoing training, skills development, and knowledge management. This role is responsible for creating training materials, delivering new-hire and refresher sessions, maintaining the Knowledge Base, and collaborating with Quality, Team Leads, and operational stakeholders to address performance gaps. The ideal candidate is organized, proactive, and experienced in coaching and developing support agents in a fast-paced environment.Roles and Responsibilities:Develop, design, and maintain training content for onboarding and ongoing learning programs.Deliver new-hire training sessions and ensure successful ramp-up of new agents.Create user accounts or system access for new agents as required.Build targeted training modules based on team gaps, performance trends, or new product updates.Deliver refresher trainings regularly to ensure consistent understanding of processes and product knowledge.Create, update, and maintain the Knowledge Base (KB) to ensure content accuracy and accessibility.Provide 1:1 coaching to agents to address individual learning needs or performance gaps.Conduct ongoing product training sessions and knowledge refreshers for the entire team.Participate in training syncs with internal stakeholders and subject-matter experts.Generate and deliver reports related to training activities, coaching sessions, new updates, and floor observations.Enroll agents in required training programs, workshops, or certification paths.Partner with QA, Team Leads, and Points of Contact (POCs) to develop training solutions that support coaching needs and quality improvements.Required Skills:1–3 years of experience in training, instructional delivery, customer support, or operations.Strong verbal and written communication skills with the ability to present clearly to diverse audiences.Experience creating training materials, documentation, or KB content.Ability to coach, mentor, and support agents at varying skill levels.Excellent organizational skills with the ability to manage multiple training initiatives simultaneously.Strong understanding of support workflows, case handling, and customer experience best practices.Desired Skills:Experience in Learning & Development (L&D) or in a training-focused role within a BPO or technical support environment.Knowledge of adult learning principles, instructional design, or coaching methodologies.Familiarity with LMS platforms, ticketing systems, or support tools.Ability to analyze performance data to identify training needs and evaluate training impact.