Description:
The Support Specialist I - User Enablement provides Tier 1 user enablement support with foundation-level expertise in standard operational assistance. They focus on helping users with basic software functionality, navigation, and directing them to appropriate resources while maintaining Tier 0 self-service materials.
What You'll Do
- Provide standard answers to common questions about software functionality
- Guide users through basic software navigation and feature location
- Direct users to existing documentation and knowledge base articles
- Offer simple clarification of features and standard workflows
- Assist with basic user account setup and initial configuration
- Identify when users need Tier 2 advanced usage optimization support
- Document frequently asked questions for Tier 0 resource development
- Contribute to FAQ documentation and knowledge base articles
- Help develop interactive guides and product tours
- Monitor community forums and identify common user questions
- Create simple how-to guides for basic functionality
- Participate in on-call rotation for after-hours support
- Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities
What You'll Bring
- Degree or diploma in Business, Information Systems, or related field (or equivalent industry experience and training).
- 0-2 years of experience in customer support or training role
- Foundation-level expertise in software applications and basic workflows
- Strong verbal and written communication skills for explaining features clearly
- Ability to direct users to appropriate documentation effectively
- Customer service orientation with patience for repetitive questions
- Ability to handle high volume of standard operational questions
- Capability to identify when advanced support is needed
- Strong written skills for documentation creation
- Experience with learning management systems
- Basic content creation skills for documentation
- Familiarity with customer support platforms
- Experience in software training or user education