Administrative task needed for business. I would like to be a support person sin

Overview

Looking for part-time work (4 hours/day)

at $4.55/hour ($400.00/month)

Bachelor of Computer Studies

Last Active

July 28th, 2011 (4967 days ago)

Member Since

October 18th, 2010

Profile Description

Product Trainer
- Creates and facilitates learning experiences for HP HHO that equip new and long-term associates to excel in their work environment through expert classroom instruction, on operations meeting and one-on-one skills and performance coaching.
- Modifies and facilitates training programs (modules, job aides and computer based test) for new hires.
- Tracks and analyzes training programs by examining agent performance (metrics). Recommends changes to the training programs based from agents performance to management and clients to be used for update training.
- Reviews, modifies and conducts update training programs for Operations (agents, supervisors and managers) and QA (specialists, supervisors and managers) on new products/ services, better communication with the customer and system updates or changes.
- Participates in identifying program needs, obtaining technical data, and scheduling programs for a smooth training transition without affecting the service level.
- Creates and submits daily, weekly and monthly progress report for supervisors and managers
SalesForce Administrator
- Investigates any issue in the CRM tool, resolves then submits a case to salesforce premier support.
- Creates and manages reports to operations and any request from the client (HP).
- Reviews and uploads new processes and solutions to the on-line knowledge base.
- Trains all users of CRM tool (agents, supervisors, QA specialist and managers) and ensures proper usage of the tool.
- Creates and reviews job aides for training purpose for agents to improve performance.
- Creates and submits daily progress report for supervisors and managers.
- Submits feedback report for Tier 2 and Tier 1 Supervisors, Management and Clients.
Technical Support
- Computer troubleshooting (software & hardware)
- DSL and Networking connection troubleshooting (software & hardware)