Digital Training And Knowledge Analyst (Customer Support)

TL;DR

Digital Training And Knowledge Analyst (Customer Support): Identifying training needs and driving training initiatives that deliver on the brand promise with an accent on the development of effective training processes, curriculum, and knowledge articles. Focus on leading training efforts for the Cat Customer Support team and partnering with 3rd party contact centers.

Location: Peoria, Illinois, United States Of America

Company

hirify.global Inc. is a global company who cares not just about the work they do – but also about each other.

What you will do

• Develop training materials, knowledge articles, and course content.
• Identify training needs and provide guidance and expertise.
• Support hirify.global’s Contact Center training lead and liaison with 3rd party training resources.
• Create an effective Customer Experience foundation training internally and through 3rd party supplier operations globally.
• Participate in digital product NPI process and collaborate with partner organizations to execute assigned training activities.
• Support digital projects that identify linkages and synergies across business units, industries and/or Dealers.

Requirements

• Understanding of effective communication concepts, tools and techniques.
• Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems.
• Knowledge of the organization's customer support policies, standards and procedures.
• Knowledge of technical aspects of a software products.
• Knowledge of technical troubleshooting approaches, tools and techniques.

Nice to have

• Four-year degree with experience in progressive training assignments or proven experience working within a contact center environment.
• Contact center experience is strongly desired.
• Knowledge of Microsoft Word, PowerPoint, Excel, and Co-Pilot.
• Experience working with Contact center tools such as Salesforce or Microsoft Dynamics 365.
• Solid understanding of the Business Process Outsourcing industry and how supplier relationships are governed.

Culture & Benefits

• Medical, dental, and vision benefits.
• Paid time off plan (Vacation, Holidays, Volunteer, etc.).
• 401(k) savings plans.
• Health Savings Account (HSA).
• Flexible Spending Accounts (FSAs).
• Career Development.