Technical Customer Care Enablement Specialist

Essential Job Duties

• Design, create and continuously update training modules to ensure alignment with the latest product updates and technical enhancements. 
• Lead engaging and effective training sessions for technical customer care teams focusing on technical product knowledge, troubleshooting techniques and customer service excellence.
• Product Knowledge Dissemination
• Interdepartmental Collaboration working closely with cross functional teams, product, Engineering, CSM, to ensure training content is accurate, relevant, and comprehensive.
• Analyze performance data, conduct assessments, and gather feedback to identity skill gaps and training opportunities for the team. 
• Measure and Track Training Effectiveness to evaluate the success of training programs through assessments, feedback, and performance metrics to ensure continuous improvement and alignment with organizational goals. 

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader

Travel Requirements

• None

Required Education, Experience, Certifications and Skills

• 2-5 Years technical customer care trainer, preferably within a SaaS or health-tech environment, with a strong background in technical troubleshooting, product support and service delivery.  
• Excellent customer service, communication skills and proficiency in Salesforce Service Cloud, Microsoft Office, Jira, AWS.
• Strong Analytical and Problem-solving skills with the ability to identify technical issues, analyze root causes, and provide actional solutions to improve customer care performance.
• Demonstrate experience in delivering excellent customer service, both within teams and externally with customer, ensuring satisfaction and support. 
• Mathematics or data analytics experience
• Strong organizational skills and ability to manage priorities and workflow. 
• Detail oriented with strong technical skills.
• Proven interpersonal, collaborative, and relationship building skills.
• Passionate about customer service and delivering value to customers. 
• Teamwork approach, enthusiasm, and a strong desire to succeed!