Copilot Support Specialist

Job Description Summary

Job Description

Major Accountabilities

• Deliver new user onboarding sessions, refresher trainings, and function specific use case walk-throughs using provided content

• Host weekly Q&A and office hours, respond to community questions, and escalate complex issues to Tech Infrastructure

• Maintain the knowledge base, quick guides, how-to videos, and FAQs to drive self-service and consistency

• Support training logistics, calendars, invitations, recording, attendance tracking, and feedback surveys

• Capture user feedback and use case ideas, document patterns, and share insights for continuous improvement

• Monitor adoption and support metrics, prepare routine reports and dashboards for stakeholders

• Partner with Tech Infrastructure to triage tickets, track known issues, and communicate workarounds and releases

• Assist with basic agent configuration or testing as directed, support pilots and proof-of-value activities

• Uphold data privacy, security, and responsible AI practices in all training and community interactions

Key Performance Indicators

• Number of sessions delivered and attendance rates across target audiences

• User satisfaction and usefulness scores for trainings and Q&A sessions

• Reduction in repetitive questions due to knowledge base improvements

• Community response time and resolution rate within agreed SLAs

• Adoption indicators, for example percentage of newly licensed users activated within target timelines

Education

• Bachelor’s degree in Business, Communications, Information Systems, Learning and Development, or related field. Master’s degree is a plus

Languages

• Fluent English. Additional languages are an advantage

Skills

• Confident facilitator with strong communication and customer service skills

• Organized and detail oriented, able to manage logistics and multiple sessions

• Comfortable with Microsoft 365, Teams, SharePoint, Copilot, and basic analytics in Excel or Power BI

• Clear technical writing for FAQs and how-to content

• Collaborative mindset, proactive problem solving and escalation

Experiences

• 2+ years in training delivery, customer support, or community moderation, ideally in enterprise software

• Experience running recurring sessions, responding to user questions, and capturing feedback

• Familiarity with knowledge base maintenance, ticket triage, and simple reporting

• Exposure to privacy, security, or regulated environment practices is beneficial

Skills Desired