Copilot Support Specialist

Sandoz

full-time

Required skills

Website: sandoz.com
Job details:
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

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

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