Product Training and Support Specialist

4 weeks ago

Cardiff, United Kingdom Creditsafe Full time

We are currently looking for a Product Training & Support Specialist to work in the Cardiff Bay office.

At Creditsafe, we work on a hybrid model, you will be expected to attend the office 50% of the week.

**WHO ARE WE?**

At Creditsafe, we weave our core values of customer-obsession, trust, respect and the courage to be different into the very fabric of our culture. With these values, we’ve fostered a culture of growth, innovation, well-being and success for the last 20 years at Creditsafe and created a legacy of successful career trajectories within our community of Creditsafers.

Powering business decisions for over 100,000 business across the world requires more than just the right tools. As a company, we don’t shy away from rolling up our sleeves to do everything possible to create a welcoming environment where every new talent is guided, supported and nurtured to grow and become a part of the culture.

With 25 offices across 14 countries, our geographically disperse community of colleagues are a testament to our inclusive and diverse culture that comes together to solve complex problems and learn from each other.

Twice featured in The Sunday Times list of ‘100 Best Companies to Work,’ our list of successful Creditsafers who’ve created long-standing, strong career trajectories out of what started out as jobs, just keeps growing. We’re proud to be a part of a culture and a company where careers are made and where talent meet its true potential.

**THE TEAM**

Based in Cardiff Bay and remotely around the world, Group Product Support is part of the Group Product Team. Group Product Support is the escalation team for all of our global entities. This means that the customer queries raised are challenging and often work with Product Managers and Tech to solve them. You will also participate in internal beta programmes and help in the design and testing of new features. As AI plays a key role in the future of Support, the creation of intelligent up to date knowledge has become even more important. This role will focus 60% on content creation and 40% customer support. This balance ensures up to date product knowledge which is essential for effective content

**JOB PROFILE**

**KEY DUTIES AND RESPONSIBILITIES**
- Work closely with the Creditsafe Knowledge Manager to establish buy-in and commitment from SME’s into the KM strategy & practices.
- Document FAQs and knowledge articles/blogs. Create how-to content and videos
- Create and continuously curate Product Training content within our LMS
- Review, test, and help to ensure Product enablement (documentation, how to videos, blogs, training etc) meets the established quality standards.
- Help Product Managers with updates and edits, and proofread written materials such as product manuals, how-to guides, and FAQs.
- Provide functional and technical support to all users for all products managed by Creditsafe Group
- Managing customer expectations and ensure key SLAs are met
- Be the voice of the Customer: Validate new p9roduct releases by testing like a Customer, suggest product and service enhancements to improve the user experience and collaborate with Product Management and other functions to design and implement them
- Become a product expert on specific products and building the knowledge to answer most queries raised by internal or external users
- Participate in product release programs and actively stay up-to-date on Creditsafe products and services
- Promote continuous improvement and best practice within the department

The responsibilities detailed above are not exhaustive and you may be requested to take on additional responsibilities deemed as reasonable by their direct line manager.

**SKILLS AND QUALIFICATIONS**
- Relevant bachelor's degree or equivalent practical experience
- Experience working as a software product trainer or creator of knowledgebase content
- Quality assurance or 3rd line support experience
- Excellent interpersonal skills enabling a collaborative working approach and ability to build positive working relationships
- Hands on experience managing and using content and learning management systems (CMS and LMS).
- Technical competence including ability to test APIs using PostMan, execute and edit SQL queries.
- Experience in QA of enterprise software solutions
- Proven problem-solving and analytical skills with ability to take ownership of a situation and achieve a speedy resolution

**BENEFITS**
- Competitive Salary.
- Company Laptop supplied.
- 25 Days Annual Leave (plus bank holidays).
- Hybrid working model.
- Healthcare & Company Pension.
- Cycle to work and Wellbeing Programme.
- Global Company gatherings and events.
- E-learning and excellent career progression opportunities.

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