Training and Documentation Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Take responsibility for the development, updating, and upkeep of documentation and training resources across support channels.

• Create and manage courses within the LMS, oversee enrollments for internal teams, and compile training materials for BPO partners.

• Collaborate with T&D specialists based in BPO to standardize, deliver, and revise training programs.

• Draft and update Zendesk macros and Help Center articles to enhance customer self-service and AI-assisted solutions.

• Keep support handbooks and process documentation in Confluence as a reliable source of information.

• Conduct regular content audits to pinpoint outdated, redundant, or conflicting materials.

• Work alongside Enterprise Support and Onboarding to address training requirements and synchronize priorities.

• Execute skill gap assessments and utilize CSAT, reopen rates, and article feedback to guide training focus.

• Collaborate with the Knowledge Specialist to identify and resolve content gaps highlighted by automated support.

• Lead live training sessions and facilitate new hire onboarding as required.

⛳️ Requirements

• A minimum of 3 years of experience in training, documentation, quality assurance, or support operations.

• Capability to create clear and engaging training content for varied audiences, based on instructional design or adult learning theories.

• Familiarity with LMS platforms, involving course creation, enrollment management, and learning content development.

• Proficient in using Confluence and Zendesk Knowledge.

• Strong project management and organizational abilities, with the capacity to manage multiple projects independently.

• Experience in crafting content that is optimized for AI retrieval, including article chunking, consistent terminology, and reducing ambiguity.

• Familiarity with AI tools for drafting, editing, and maintaining content, with the discernment to verify accuracy prior to publication.

• Exceptional communication skills, with a focus on tone and clarity.

• A self-motivated attitude and enthusiasm for process enhancement and operational excellence.

• Must be legally authorized to work in the USA without the need for sponsorship or transfer.

• Preferred: experience in designing digital training content using modern authoring tools and platforms.

• Preferred: experience in creating video or screen capture walkthroughs.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance.

• Stock options available.

• Complimentary Premium-Tier Origin Financial Wellness subscription.

• Monthly stipend for home-office expenses.

• 401k plan through TransAmerica.

• 12 weeks of paid parental leave for both birthing and non-birthing parents.

• Flexible time off alongside sick and safe time.

• 11 paid company holidays.

• Branch@Branch Same Day Pay Option.