Customer Support L&D Specialist

Job Description

We’re looking for an Enablement Specialist/Customer Support L&D Specialist to join Procore’s Customer Support Team. This role is for an individual who can combine strategic, big-picture thinking with hands-on content creation and educational expertise. You'll be responsible for creating engaging and compelling product training, how-to documentation and career growth and development content for the needs of the SoD organization.

We’re looking for someone who would like to play a collaborative role in building and fostering positive team culture, monitoring performance, maintaining documentation, and implementing and communicating processes & expectations.

This position reports to the Senior Manager of Customer Support, and is based in Heredia, Costa Rica. This position is a hybrid role with the expectation of reporting into the office at minimum of 3 days a week. 
 

What you’ll do:

• Creates and designs a wide range of training content, including on-demand courses, instructor-led presentations, learning materials, quick reference guides, user guides, and FAQs.

• Performs needs and task analyses to identify gaps in existing documentation and recommends appropriate learning solutions.

• Maintains a centralized document system and implements a standardized folder and naming convention to ensure all materials are easily managed, organized, and searchable.

• Maintains documentation, implements and communicates processes to ensure all materials are current and accessible.

• Applies knowledge management principles to design a content framework and create templates that enable efficient content creation and collaboration.

• Handles inbound content requests via Jira Service Desk and updates existing training materials.

• Partners with multiple stakeholders to enhance productivity by providing ideas to leverage instructional design solutions.

• Manages multiple content creation projects and adapts to a changing industry by adjusting workload to optimize departmental effectiveness.

• Becomes a proficient with the Procore platform and its various tools to ensure all documentation is accurate and consistent.

• Develops and delivers training for leadership, including how to effectively coach their teams.

Who you are:

•  BA or BS degree in a relevant field such as instructional or educational technology, Education, Instructional Design, Technical Communication or an equivalent combination of education and experience in instructional design and technical writing.

• Possess clear, professional, and concise communication and presentation skills. Able to write clearly and succinctly for multiple audiences while using a consultative and persuasive approach with stakeholders.

• Has a proven ability to train and influence leaders, including experience coaching leadership.

• Strong technical aptitude and the ability to analyze and synthesize complex content.

• Experienced in building self-paced online courses and developing eLearning programs that are SCORM/AICC compliant. Has experience with rapid development e-learning tools, a content management system (CMS) and proficiency with platforms like JIRA, Skilljar, and Articulate/RISE360.

Nice to have:

• Program Management experience.

• Experience with Seismic.

Additional Information

About Us

Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore.

We are an equal-opportunity employer and welcome builders of all backgrounds. We thrive in a dynamic and inclusive environment. We do not tolerate discrimination against candidates or employees on the basis of gender, sex, national origin, civil status, family status, sexual orientation, religion, age, disability, race, traveler community, status as a protected veteran or any other classification protected by law.

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