Specialist Technical Support (Trainer)

Responsibilities of the Role:

• Develop and deliver technical training programs related to contact center operations, systems, and tools.
• Train employees in the use of contact center software, systems and other customer service technologies.
• Conduct onboarding training for new hires and ongoing refresher training for existing staff.
• Design instructional materials, training manuals, e-learning content, and hands-on exercises.
• Evaluate training effectiveness through assessments, feedback, and performance tracking.
• Collaborate with operations, technical and quality assurance teams to update training content based on system enhancements and business process changes.
• Stay up to date with emerging contact center technologies and industry best practices.
• Provide technical support and guidance to employees regarding software and systems.
• Maintain detailed training records and generate reports for management review.

Requirements for the Role:

• Bachelor's degree in Computer Science, Information Technology, Business, or a related field (preferred).
• 3+ years of experience in contact center training or technical support roles.
• Strong knowledge of contact center technologies, including telephony systems, CRM platforms, and ticketing tools.
• Experience with e-learning platforms and instructional design tools.
• Excellent communication and presentation skills.
• Ability to simplify complex technical concepts for non-technical audiences.
• Strong analytical and problem-solving skills.
• Ability to work collaboratively across departments.

The Package:

• Attractive Salary (RM3,800 – RM4,500).
• Housing Allowance (RM500).
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.
• Working Location: Kuala Lumpur.