PEAK Advisor – Education & Knowledge Support

Job Title: PEAK Advisor – Education & Knowledge Support
Location: Ultralag, Heredia (Hybrid)
Department: Customer Experience / Education & Knowledge
Education: Bachelor’s degree or equivalent experience
Experience: Minimum 1+ years of experience in a customer service environment
No Openings: 1

Summary:

• The PEAK Advisor supports education, certification, and knowledge initiatives by providing frontline assistance to customers, partners, and internal teams.
• This role focuses on managing inquiries, supporting training and certification programs, administering learning platforms, and maintaining knowledge resources.
• The ideal candidate is customer-focused, proactive, highly organized, and committed to delivering high-quality support across multiple communication channels.

Roles and Responsibilities:

• Monitor and manage communication channels to triage incoming customer, partner, and internal inquiries.
• Respond to basic questions related to training programs using approved templates and guidelines.
• Communicate effectively with internal teams, business partners, and key stakeholders.
• Support certification programs by managing voucher issuance, tracking, and record keeping.
• Address certification inquiries, troubleshoot basic issues, and support recertification activities.
• Create, issue, and maintain candidate badges and certification records.
• Monitor and process candidate accommodation requests in line with internal policies.
• Ensure documentation links are accurate, functional, and aligned with intended content.
• Monitor education and knowledge channels (email, chat, collaboration tools) for related inquiries.
• Triage knowledge portal access issues and respond to reports of broken links.
• Assist with audits and reviews of knowledge content.
• Support administration of learning platforms (LMS/LXP), including basic access and permissions troubleshooting.
• Contribute to continuous improvement initiatives for education and knowledge management processes.

Required Skills:

• Minimum 1+ years of experience in a customer service environment
• Previous experience working in a technical support organization is a plus
• Advanced English proficiency (C1 level).
• Excellent written and verbal communication skills.
• Strong organizational and time management abilities.
• Critical thinking and problem-solving skills.
• Proactive, self-motivated, and customer-focused mindset.
• Schedule flexibility to support operational needs.

Desired Skills:

• Experience managing chat or multi-channel support environments.
• recruiting.
• Good presentation and facilitation skills.
• Experience supporting training, certification, or learning platforms.
• Familiarity with knowledge management systems or portals.