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Training Specialist

Swoon

Location: Peoria, IL (Hybrid) – 1–3 days in the office, with the potential for a full return-to-office (5 days/week) at any point Duration: 12-Month Contract Travel: Up to 25% (Domestic & International) About the Role We're seeking a Training Specialist to support a global customer support organization by improving self-service experiences, developing customer-facing knowledge content, and delivering engaging training programs. This role combines knowledge management, content strategy, analytics, and training development to help improve the overall customer experience. You'll collaborate with product teams, customer support, legal, marketing, and global contact centers to ensure customers and support teams have access to accurate, easy-to-use resources. Responsibilities Develop and maintain customer-facing knowledge articles, FAQs, and self-service documentation Analyze Help Center performance and optimize search results using data and customer insights Design and deliver instructor-led, virtual, and hands-on training for internal and global support teams Partner with subject matter experts to create training curriculum and knowledge content Coordinate content approvals with legal, brand, and cross-functional stakeholders Support product launches through training and knowledge readiness activities Track training effectiveness and Help Center performance through reporting and analytics Identify opportunities to improve customer experience and streamline support processes Support enterprise digital initiatives and continuous improvement efforts #J-18808-Ljbffr

Vacancy posted 2 days ago
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