Documentation & Training Specialist, Technical Customer Support - Vancouver, Canada - T-Net British Columbia

Description

Documentation & Training Specialist, Technical Customer Support

Global Relay Communications Inc.

Job Overview

Who we are:

For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It's a place where you can genuinely make an impact - and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

Your Role:

The Documentation and Training Specialist in Technical Customer Support is responsible for assisting Support teams by providing, maintaining, and delivering essential, up-to-date, and accurate training and documentation.

Your Job:

Documentation

• Overhaul and reorganize content, navigation, and access workflows to ensure Support technicians have access to relevant and accurate information, especially when engaged with clients.
• Work with subject matter experts to ensure reliability and accuracy of Support articles
• Create and maintain Support articles in accordance to ISO 27001 and industry best procedures
• Moderate and oversee the creation of Support articles
• Engage stakeholders in prioritizing content creation and verifying its accuracy
• Participate in the design, implementation, and management of Support processes.
• Collaborate with stakeholders to ensure Support readiness with new functionality and other product enhancements

Training

• Create, administer, and deliver consistent, timely, and accurate training
• Onboard new Support representatives and fortify the knowledge of existing ones
• Assess and track new hire progress
• Evaluate and enhance training delivery mechanisms and materials to meet diverse learning styles
• Devise appropriate learning paths, in concert with Support leadership, to facilitate employee growth and expertise

About You:

• You possess the following:
  • 5+ years documentation and training experience;
  • A post-secondary degree in a related field; or
  • The equivalent combination of education and work experience.
• Experience with a Content Management System, e.g. Confluence and Salesforce Service Cloud Knowledgebase
• Ability to manage multiple ongoing projects
• Motivation and drive to work independently or collaboratively, in a dynamic, fast-paced environment
• Impeccable English communication skills, both written and spoken
• Capability and drive to create and maintain mission-critical documentation, job aids, and training to ensure colleagues succeed
• Proficiency in articulating advanced technical concepts, verbally and/or in writing to learners with varied technical backgrounds
• Aptitude to anticipate and accurately address learner questions regarding advanced concepts
• Some knowledge of financial industries, regulatory compliance, and/or message archiving
• Know-how in implementing documentation in accordance with information security standards, e.g. ISO 27001

Compensation:
Global Relay advertises the pay range for this role in accordance with the pay transparency laws of the province of British Columbia. In addition to the annual base salary (range listed below), compensation for this role also includes a corporate bonus, extended health benefits, and RRSP Matching, and (for applicable Sales roles) an enticing commission structure.

Who we are:

For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It's a place where you can genuinely make an impact - and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

Your Role:

The Documentation and Training Specialist in Technical Customer Support is responsible for assisting Support teams by providing, maintaining, and delivering essential, up-to-date, and accurate training and documentation.

Your Job:

Documentation

• Overhaul and reorganize content, navigation, and access workflows to ensure Support technicians have access to relevant and accurate information, especially when engaged with clients.
• Work with subject matter experts to ensure reliability and accuracy of Support articles
• Create and maintain Support articles in accordance to ISO 27001 and industry best procedures
• Moderate and oversee the creation of Support articles
• Engage stakeholders in prioritizing content creation and verifying its accuracy
• Participate in the design, implementation, and management of Support processes.
• Collaborate with stakeholders to ensure Support readiness with new functionality and other product enhancements

Training

• Create, administer, and deliver consistent, timely, and accurate training
• Onboard new Support representatives and fortify the knowledge of existing ones
• Assess and track new hire progress
• Evaluate and enhance training delivery mechanisms and materials to meet diverse learning styles
• Devise appropriate learning paths, in concert with Support leadership, to facilitate employee growth and expertise

About You:

• You possess the following:
  • 5+ years documentation and training experience;
  • A post-secondary degree in a related field; or
  • The equivalent combination of education and work experience.
• Experience with a Content Management System, e.g. Confluence and Salesforce Service Cloud Knowledgebase
• Ability to manage multiple ongoing projects
• Motivation and drive to work independently or collaboratively, in a dynamic, fast-paced environment
• Impeccable English communication skills, both written and spoken
• Capability and drive to create and maintain mission-critical documentation, job aids, and training to ensure colleagues succeed
• Proficiency in articulating advanced technical concepts, verbally and/or in writing to learners with varied technical backgrounds
• Aptitude to anticipate and accurately address learner questions regarding advanced concepts
• Some knowledge of financial industries, regulatory compliance, and/or message archiving
• Know-how in implementing documentation in accordance with information security standards, e.g. ISO 27001

Compensation:
Global Relay advertises the pay range for this role in accordance with the pay transparency laws of the province of British Columbia. In addition to the annual base salary (range listed below), compensation for this role also includes a corporate bonus, extended health benefits, and RRSP Matching, and (for applicable Sales roles) an enticing commission structure.

What you can expect:

At Global Relay, there's no ceiling to what you can achieve. It's the land of opportunity for the energetic, the intelligent, the driven. You'll receive the mentoring, coaching, and support you need to reach your career goals. You'll be part of a culture that breeds creativity and rewards perseverance and hard work. And you'll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.

We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.

We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it's flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.

To learn more about our business, culture, and community involvement, visit

Documentation & Training Specialist, Technical Customer Support

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