(USA) Senior Specialist Technician, Technology Support

Job description

Position Summary... What you'll do... Role summary: The Senior Specialist Technician, Support Operations will be a key contributor and “floater” across Knowledge management, Training, Quality, and AI initiatives. You will maintain and improve all knowledge exchange tools (articles, portals, firmware pages, MIPs, and manuals), support our trainers and agents, and help drive quality improvements across the team. We are especially looking for someone who is fluent in Spanish and English and can help ensure quality and consistency across both languages. A key focus of this role will be calibrating our AI bots that audit customer–agent interactions. About the team: The Support Operations team equips frontline agents with essential tools, training, and insights to enhance customer experience. This team manages the knowledge base, training materials, quality initiatives, and AI tools that support the global customer care network. Members collaborate closely with business and vendor partners to resolve issues, improve processes, and maintain updated knowledge management resources. The team values clear communication, problem-solving, and independent thinking to address complex technical ch...