Technical Enablement and Training Specialist

Role Overview

• Develop, manage, and maintain product enablement and training materials for EBCS Support teams across multiple learning formats, including live sessions, self-paced learning, documentation, and multimedia
• Assess ongoing training needs and continuously update existing materials to ensure accuracy, relevance, and alignment with product changes and support priorities, driving the development of highly capable, support-ready associates
• Deliver new enablement and training requests on time and to a high standard while managing multiple priorities and competing deadlines
• Measure training effectiveness using feedback, readiness metrics, assessments, and performance data; apply continuous improvements in collaboration with the Quality team
• Create and deliver periodic release training for EBCS Support teams based on Product Management and Engineering inputs, ensuring content is clear, actionable, and well-documented
• Design assessments, such as quizzes and knowledge checks, to validate understanding and monitor post-training performance
• Maintain proactive communication with Product teams regarding upcoming releases, roadmap changes, and development initiatives
• Advocate for users by representing their needs, feedback, and challenges during cross-functional collaboration
• Stay current with instructional design best practices and modern learning technologies, including Learning Management Systems (LMS), eLearning authoring tools, and multimedia production tools
• Support agents in staying current with product knowledge, customer service practices, and support guidelines
• Work live cases in the support queue to maintain deep, current product knowledge and firsthand understanding of support challenges, strengthening training effectiveness and credibility

Requirements

• Experience designing and delivering training or enablement programs in a technical, SaaS, or customer-facing environment
• Solid understanding of technical product concepts and customer support or customer success workflows
• Ability to translate complex technical information into clear, practical learning experiences
• Strong project management skills with the ability to balance multiple priorities and deliver high-quality training on tight timelines
• Effective written, verbal, and stakeholder communication skills

Benefits

• Health and financial benefits
• Time away and everyday wellness