Training and Development Specialist in Cosmolot

Hello 👋 We are looking for a Training and Development Specialist to join the Customer Support team. The Train&Dev specialist provides support for knowledge of the product/software/processes of the entire CS by conducting onboarding training for new employees, training for teams, informing CS about changes and innovations, maintaining regulatory documentation and instructions, testing teams, etc. Requirements: Knowledge of the product, current processes and CS regulations, company processes, quality maps; High level of working software: Backoffice, Jira, Confluence, Slack; Knowledge of feedback principles; Advanced level of business ethics, written and verbal communication; Analytical skills ;Presentation skills;Ability to structure and present information in an easy-to-understand form, create comprehensive instructions;Knowledge of various training methodologies;Quick learning of new software;Advanced knowledge of Gsuite products;High level of command of the Ukrainian language.Responsibilities:Launching weekly and monthly tests for agents 1SL, 2SL, VIP support, QC, Callback, Sales. Conducting onboarding training during the recruitment of new employees to the CS team, training during internal rotation within the department. Preparation of documentation, training materials, conducting training for CS during the launch of new products or software in the company. Creation of product documentation/instructions at the request of CS departments; Maintaining relevance and creation of new instructions/procedures of CS departments in Confluence. Proactive communication with other departments of the company to implement new CS processes. Proactive communication with CS departments within the framework of conducting trainings/weekly meetings /communications with managers, etc. Management of articles available on external resources of the company to clients. Active participation in the preparation and management of the help center for clients. Implementation of the LMS platform in the educational processes of the department. It will be a plus: Experience working with graphic software for the visual design of educational materials; Work experience with LMS; Knowledge of the English language.