Documentation & Training Specialist, Technical Customer Support

4 weeks ago


Vancouver, Canada Global Relay Full time
Your Role:

The Documentation and Training Specialist in Technical Customer Support is responsible for assisting Support teams by providing, maintaining, and delivering essential, up-to-date, and accurate training and documentation.

Your Job:

Documentation
  • Overhaul and reorganize content, navigation, and access workflows to ensure Support technicians have access to relevant and accurate information, especially when engaged with clients.
  • Work with subject matter experts to ensure reliability and accuracy of Support articles
  • Create and maintain Support articles in accordance to ISO 27001 and industry best procedures
  • Moderate and oversee the creation of Support articles
  • Engage stakeholders in prioritizing content creation and verifying its accuracy
  • Participate in the design, implementation, and management of Support processes.
  • Collaborate with stakeholders to ensure Support readiness with new functionality and other product enhancements
Training
  • Create, administer, and deliver consistent, timely, and accurate training
  • Onboard new Support representatives and fortify the knowledge of existing ones
  • Assess and track new hire progress
  • Evaluate and enhance training delivery mechanisms and materials to meet diverse learning styles
  • Devise appropriate learning paths, in concert with Support leadership, to facilitate employee growth and expertise
About You:
  • You possess the following:
  • 5+ years documentation and training experience;
  • A post-secondary degree in a related field; or
  • The equivalent combination of education and work experience.
  • Experience with a Content Management System, e.g. Confluence and Salesforce Service Cloud Knowledgebase
  • Ability to manage multiple ongoing projects
  • Motivation and drive to work independently or collaboratively, in a dynamic, fast-paced environment
  • Impeccable English communication skills, both written and spoken
  • Capability and drive to create and maintain mission-critical documentation, job aids, and training to ensure colleagues succeed
  • Proficiency in articulating advanced technical concepts, verbally and/or in writing to learners with varied technical backgrounds
  • Aptitude to anticipate and accurately address learner questions regarding advanced concepts
  • Some knowledge of financial industries, regulatory compliance, and/or message archiving
  • Know-how in implementing documentation in accordance with information security standards, e.g. ISO 27001
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