Growth Solutions Consultant
Vericast
Technical Support Enablement Manager
VitalSource
full-time
Posted on:
Origin: • 🇺🇸 United States • Illinois, Massachusetts, North Carolina, Tennessee
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Develop and execute training programs, onboarding processes, and continuous learning initiatives to improve agent knowledge and skills.
- Design and manage a structured enablement program that aligns with technical support best practices and customer experience goals.
- Create training materials, documentation, and workshops to support ongoing agent development.
- Oversee the maintenance and enhancement of knowledge base resources to ensure accuracy, consistency, and accessibility for support teams.
- Develop and implement processes for continuous knowledge sharing and updates based on ticket trends and product changes; collaborate with cross-functional teams to ensure content alignment.
- Establish and manage quality assurance (QA) programs to evaluate agent interactions and ensure adherence to customer service standards.
- Implement feedback and coaching frameworks to help agents continuously improve their performance; analyze agent performance data and customer feedback to identify areas for improvement.
- Work with support operations to optimize agent workflows, including ticketing system enhancements and automation initiatives; identify gaps in agent tools and recommend improvements or integrations.
- Partner with operations and product teams to implement self-service improvements and proactive support solutions.
- Act as a liaison between technical support, operations, product, and engineering teams to ensure smooth enablement processes; collaborate with the Technical Support Operations Manager and leadership to align strategies and improve customer satisfaction.
- Extended hours may be required to meet critical deadlines or support essential business operations; other duties as assigned.
Requirements
- 5+ years of experience in customer support, technical support, or support enablement.
- Associate degree in relevant field or equivalent experience required.
- Certifications in Zendesk, Salesforce, or similar systems strongly preferred.
- Proven experience in training program development, quality assurance, or agent enablement initiatives.
- Strong knowledge of support ticketing platforms (e.g. Zendesk, Salesforce, Jira) and workflow automation tools.
- Experience in process improvement, knowledge management, and performance analytics.
- Excellent communication and presentation skills.
- Ability to work cross-functionally and influence stakeholders across teams.
- Strong leadership skills with experience in mentoring and coaching support teams.
- Ability to adapt to changing priorities and business needs.
- Remote work within ET timezone(s).
- Extended hours may be required to meet critical deadlines.
- Minimal travel per year.
- Ability to operate a personal computer and standard office equipment; primarily sedentary work.
