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Intrado · 4 hours ago

Technical Enablement and Quality Assurance Specialist

United States

Full-time

Remote

Mid Level

$80K/yr - $90K/yr

Intrado is dedicated to saving lives and protecting communities through innovative emergency services. They are seeking a Technical Enablement & Quality Specialist who will ensure that support agents have the necessary documentation and training to provide high-quality customer support.

Information Technology & Services

H1B Sponsor Likely

Responsibilities

Create and maintain internal and external knowledge base articles, troubleshooting guides, and process documentation

Collaborate with subject matter experts to translate complex technical concepts into clear, user-friendly content

Ensure documentation is consistently updated to reflect system changes, product updates, and best practices

Design and deliver training sessions (live and asynchronous) for support agents on tools, systems, and troubleshooting workflows

Develop onboarding materials and learning paths for new hires

Evaluate training effectiveness and adjust content based on feedback and performance metrics

Conduct regular audits of support interactions to ensure adherence to technical standards and customer experience expectations

Identify trends in support quality and recommend improvements to processes or training

Partner with team leads to implement corrective actions and reinforce quality benchmarks

Qualification

Training deliveryQuality assuranceTechnical writingTechnical troubleshootingService NowPriority managementCommunication skillsInterpersonal skillsCross-functional collaboration

Required

Proven experience in technical writing, training delivery, and/or quality assurance within a support or technical operations environment

Strong understanding of technical troubleshooting workflows and support center operations

Excellent communication and interpersonal skills

Ability to work cross-functionally and manage multiple priorities

Experience with Service Now and building out virtual agent functionality

Benefits

Medical

Dental

Vision

Life and disability coverage

Paid time off

A 401(k)

Tuition reimbursement

Paid parental leave

Access to a robust library of personal and professional training resources

Employee discounts

Critical illness

Hospital indemnity

Access to legal support

Pet insurance

Identity theft protection

An EAP (Employee Assistance Program) that includes free mental health resources/support

Company

Intrado

Intrado is dedicated to saving lives and protecting communities, with a mission to provide comprehensive support in preparing for, responding to, and recovering from critical events.

Founded in 1979

Longmont, Colorado, US

1001-5000 employees

https://www.intrado.com/

H1B Sponsorship

Intrado has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (2)

2022 (17)

2021 (28)

2020 (36)