Job Information
Smartsheet Inc. Support Enablement Content Analyst in Clyde Hill, Washington
Smartsheet is looking for an enthusiastic Support Enablement Content Analyst who is responsible for developing content outlines and evaluating technical Support training curricula and programs for our Support team. This role outlines and coordinates documentation and materials to enhance both machine learning and instructor-led workshops. This role also analyzes post-training improvements as mapped to key Support KPIs to assess effectiveness. You will support the development of technical and support skills training programs to help others develop skills that will make them better professionals and customer advocates. You will develop process documentation working with the Support pillar leads related to support operations and assist the global support team working with the Support Quality Team. Support Enablement Content Analysts must be extremely knowledgeable in their field of expertise and possess solid technical aptitude. Additionally, we expect you to be an excellent communicator, able to explain complex subjects in a clear and interesting way. You should be well versed in support processes and operations in order to effectively identify opportunities for improvements. The goal is to contribute to the development of content that will enhance the Support team's technical/IT and overall support skills to meet organizational needs. In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to achieve their very best work. Today, we provide a cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better results. Smartsheet went public on the New York Stock Exchange in April 2018 and currently enables collaboration, better decision-making, and accelerated innovation for over 76,000 domain-based customers in 190 countries, including 96 of the Fortune 100. At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution. This role will report directly to the Support Training, Quality, and Operations Senior Manager and is fully remote-eligible. You Will: Develop course content outlines according to objectives Collaborate with the training team to create ad-hoc training materials to ensure the learners have the tools to be successful Attend product release training, test new product functionality, and stay up-to-date on product enhancements and releases Track and report on data on completed courses, absences, issues, etc. Observe, evaluate, and report results of training modules and programs Determine the overall effectiveness of programs and make continuous process improvements Work with Quality and Support teams to identify training needs and coaching opportunities for the Support team to uplevel team skills and overall customer experience Ensure the Support team is trained on new products and product releases ahead of the releases-this will include working cross-team to ensure that post-training memory aids are well documented in the internal Support knowledge base (iKB) Assess training, development, and certification requirements for various levels within and across Pods Produce and analyze reports from various systems for training opportunities, NPS, VOC (Voice of the Customer), and VOE (Voice of the Employee) data and collate data into reports for management Make and execute recommendations based on data analysis as part of Support's continuous improvement strategy Perform other duties as assigned You Have: 3 years of Voice of the Customer or Voice of the Employee evaluation experience 2 years of experience with