About PATLive

PATLive has been a leader in virtual receptionist services and outsourced call center services since 1990, answering millions of calls each year on behalf of our customers. Ranging from small/medium-sized businesses to large government and enterprise organizations, our customers rely on us 24/7/365 to provide the best experiences possible for their callers. To learn more about our services, visit patlive.com.

About the Position

PATLive is looking for an experienced Documentation/Training Specialist who has an eye for design to join our Training team. In this position, you will be responsible for maintaining proper documentation of operations related procedures and/or processes. This includes, but is not limited to, internal Knowledge Base, email templates, training courses, and resource guides. You will be a Subject Matter Expert for all things PATLive. As part of maintaining the internal Knowledge Base with current and accurate procedures, this position will also ensure the Knowledge Base is organized in an effective and efficient manner to ensure optimal usage by our employees. Communicates and collaborates effectively with stakeholders. Works closely with the Training Specialists in maintaining and developing resources and guides utilized by employees. This position will also lead various training sessions and will assist with any Enterprise level projects assigned to the Training team. Additional responsibilities may also include drafting proposals, creating/updating a Customer-facing Knowledge Base, maintenance of the Employee Handbook, and creation of a company Culture Book.

Responsibilities

In more specific terms, you'll be expected to:

  • Maintains internal Knowledge Base with current and up-to-date processes and procedures
  • Monitors and reports changes in usage of Knowledge Base and makes recommendations to improve usage among employees
  • Maintains Subject Matter Expertise related to our PATLive products
  • Leads New Hire Training sessions and various other job-specific training
  • Collaborates with Management on maintaining email templates used by employees and communicates changes promptly
  • In coordination with the Training team, creates and updates training material to ensure resources are accurate and effective
  • Create and maintain a company Culture Book
  • Maintain the Employee Handbook and ensure updates are made and available promptly
  • Completes other administrative functions, i.e. enrolling new employees into Training related systems, as well as disabling terminated employees

Qualifications

  • Bachelor's degree in a related field with at least 1-year of job related experience
  • Strong communication skills, both written and verbal
  • Ability to take complex, technical ideas and break it down into understandable information
  • Experience with Articulate Rise, Articulate Storyline, Camtasia, and video creation software
  • Advanced project management skills

Benefits

  • Competitive salary
  • 401K + match
  • Great health, dental and vision plans
  • Life, disability and supplemental insurance plans
  • Generous PTO allowance
  • Freedom to work remotely