Responsibilities

The Training and Documentation Specialist will be responsible for owning the creation, revision, and maintenance of documentation and training materials across support channels, leading new hire onboarding, facilitating continuing education initiatives, partnering with BPO-based T&D specialists to ensure alignment, coordinating with internal departments to meet training needs, performing skill gap analyses, updating Zendesk macros and Help Center articles, translating QA and training feedback, tracking CSAT trends, and creating and delivering training content through the Learning Management System (Docezo) and other channels.