Trainer II – With AI Fluency

About the role

The Trainer II – With AI Fluency designs, delivers, and continuously improves onboarding and ongoing training programs for Product Support agents. This role supports RealPage’s quality goals, reinforces the RealPage Promise, and serves as a key point of contact for new team members.

Key responsibilities

• Create and facilitate new‑hire, cross‑training, refresher, and upskilling sessions for Product Support.
• Leverage industry knowledge and customer needs to ensure an outstanding training experience.
• Measure and improve agent satisfaction and efficiency metrics.
• Build strong relationships with cross‑functional teams to develop, review, and deliver training content.
• Organize training events, manage logistics, and consolidate training efforts where possible.
• Coordinate third‑party training resources to meet objectives on schedule.
• Promote the use of knowledge‑management tools and adherence to quality standards.
• Assist agents with product and process questions and identify when refresher training is needed.
• Provide real‑time solutions, de‑escalate emotional situations, and coach agents on best practices.
• Deliver weekly training updates to leadership and document product knowledge accurately.
• Stay current on product releases and process changes to keep training materials up to date.
• Participate in agent call quality monitoring and perform required administrative duties.

Required profile

• Professional image and ability to represent RealPage’s values.
• Strong communication and facilitation skills.
• Ability to work closely with leadership, global operations, and cross‑functional teams.
• Commitment to continuous learning and development.

Required skills

• LMS platforms
• Knowledge management tools