Digital Training And Knowledge Analyst (Customer Support)

TL;DR

Digital Training And Knowledge Analyst (Customer Support): Identifying and driving training initiatives and developing effective training processes, curriculum, and knowledge articles for customer support with an accent on delivering a world-class customer experience and ensuring compliance with training standards. Focus on creating effective foundational training globally and collaborating with internal experts to build materials.

Location: This position is based in Peoria, Illinois, United States. Visa sponsorship is not available for this role, and candidates must have US work authorization. Travel up to 25% of the time, sometimes globally, is required.

Salary: $97,530.00–$158,480.00

Company

Cat Digital is the digital and technology arm of hirify.global Inc., focusing on building industry-leading digital solutions leveraging data, advanced analytics, telematics, and AI capabilities for customers and dealers.

What you will do

• Develop training materials, knowledge articles, and course content.
• Identify training needs and drive overall training strategy.
• Support Contact Center training lead and liaise with 3rd party training resources globally.
• Create and implement effective Customer Experience foundation training internally and through 3rd party suppliers.
• Resolve problems and tailor training programs as necessary.
• Collaborate with internal departments and SMEs to build training materials and support digital product processes.

Requirements

• Effective communication and problem-solving skills.
• Knowledge of customer support policies, standards, and procedures.
• Knowledge of software products and technical troubleshooting.
• Experience in progressive training assignments (classroom instruction, design, development, delivery) or contact center environment.
• Demonstrated knowledge of adult learning techniques and best practices in training delivery.
• Experience with contact center tools such as Salesforce or Microsoft Dynamics 365.

Culture & Benefits

• Medical, dental, and vision benefits.
• Paid time off plan (Vacation, Holidays, Volunteer).
• 401(k) savings plans, Health Savings Account (HSA), Flexible Spending Accounts (FSAs).
• Health Lifestyle Programs and Employee Assistance Program.
• Career development, incentive bonus, disability benefits, and life insurance.
• Parental leave, adoption benefits, and tuition reimbursement.