Technical Trainer

About the role

Bluehost is seeking a Technical Trainer to design, deliver, and maintain training programs that boost agent product knowledge, communication, and soft‑skill capabilities. You will work closely with operations, QA, and leadership to align learning initiatives with business goals and ensure long‑term performance improvement.

Key responsibilities

• Design, plan, organize and deliver orientation, upskilling and refresher training for agents.
• Conduct Training Needs Analysis using data, call observations and stakeholder input.
• Develop role‑playing activities, simulations and practice sessions to close performance gaps.
• Train employees on billing processes, tools and systems required for their roles.
• Provide targeted troubleshooting, coaching and escalation support for agents.
• Create, update and maintain learning materials, job aids and reference guides.
• Measure training effectiveness through post‑training performance trends and recommend adjustments.
• Own training programs end‑to‑end, from analysis to documentation and follow‑up.

Required profile

• Minimum 2 years experience in Learning & Development, training, facilitation or coaching.
• Minimum 4 years experience in customer‑facing roles within the web‑hosting industry (technical support, billing, sales, etc.).
• Strong knowledge of domains, DNS, websites, email hosting, WordPress, SSL certificates and related services.
• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Visio).

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Visio
• DNS
• WordPress
• SSL certificates