Technical Trainer - ITSM

Job Role

Freshworks is looking for an exceptional addition to our Customer Support team. Being a customer champion is part of our culture and a guideline for anything we do. Our team plays a central role in this effort and is the primary owner for retaining and growing tens of thousands of our customers.

As a Senior Trainer in the team, you will be responsible for designing and managing the learning and development of our new and existing product support team. You will be required to develop a deep understanding of our company’s products and the processes in Customer Support and teams that closely collaborate with us. You will be responsible for designing and implementing a comprehensive training program for our new joiners and interns. You will also work closely with the operations managers and the quality auditors to gain an understanding of the knowledge gaps within the existing team to plan and drive refresher training sessions.

What you'll be doing  –

•Prepare/Own training content for all product, process & technical competencies identified as critical to organization’s strategy

•Deliver new hire training sessions through virtual and classroom modes

•Collaborate with Quality team to identify training needs and deliver training to upskill employees

•Create mechanisms to evaluate learners and track their progress

•Track overall effectiveness of training programs and make improvements

•Manage and publish reports

Are you ?

•Storyteller with the ability to articulate and engage audience for great learning experience

•Speaks and writes with a purpose, clarity and conciseness

•Understands business metrics and self-driven to achieve results through learning interventions

•Passionate about the success of customers and employees alike

•Believes in winning as a team; someone people enjoy working with

•Curios to learn with amazing listening skills

•Self-motivated and leads internal initiatives

Minimum Qualifications:

•  4 - 7 years of experience designing and delivering New Hire Training Programs for Product specialists/Tech support roles
• 1+ years of experience in Product Specialists/Tech support roles
• Bachelor’s degree in BE/BTech
• ITSM / ITIL training experience would be a big plus

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.