(USA) Senior Specialist Technician, Technology Support

Walmart•Dakota Dunes, SD

1d•Onsite

About The Position

The Senior Specialist Technician, Support Operations will be a key contributor and “floater” across Knowledge management, Training, Quality, and AI initiatives. You will maintain and improve all knowledge exchange tools (articles, portals, firmware pages, MIPs, and manuals), support our trainers and agents, and help drive quality improvements across the team. We are especially looking for someone who is fluent in Spanish and English and can help ensure quality and consistency across both languages. A key focus of this role will be calibrating our AI bots that audit customer–agent interactions. About the team: The Support Operations team equips frontline agents with essential tools, training, and insights to enhance customer experience. This team manages the knowledge base, training materials, quality initiatives, and AI tools that support the global customer care network. Members collaborate closely with business and vendor partners to resolve issues, improve processes, and maintain updated knowledge management resources. The team values clear communication, problem-solving, and independent thinking to address complex technical challenges efficiently. Their efforts ensure continuous improvement and reliable support for both customers and internal stakeholders worldwide.

Requirements

Fluent in Spanish and English, with strong written and verbal communication skills in both languages.
Excellent writing, proofreading, and editing skills; able to adapt tone and complexity for different audiences.
Keen attention to detail, with the ability to spot errors and deliver accurate, timely work.
Comfortable with process-oriented work and documentation.
Ability to multitask and prioritize multiple assignments in a fast-paced environment.
Capable of working both independently and collaboratively within a team setting.
Comfortable working with technology and data, and willing to learn how AI tools work in a support environment.

Nice To Haves

Distribution Center Management
Help Desk
Information Technology
Installing computer hardware or software
Investigations
Mainframe Technology
Managing challenging workforce issues
Microsoft Office
Project Management
Creating inclusive digital experiences
Implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards
Assistive technologies
Integrating digital accessibility seamlessly
Knowledge of accessibility best practices
Associates: Information Technology
CCNA - Cisco Certified Network Administrator - Certification

Responsibilities

Support the primary Knowledge/Content owner in maintaining and updating all knowledge exchange tools, including articles, portals, MIPs, and manuals (English and Spanish).
Assist the Trainer with Agent Empowerment Sessions and other training initiatives, including Spanish-language support where needed.
Collaborate closely with trainers and the primary Support Operations Specialist to identify knowledge gaps and help develop content or coaching to address them.
Support agent coaching by preparing and updating clear documentation, process updates, and follow up materials, and by providing backup coverage when needed.
Support the primary Quality team by reviewing calls and chat transcripts (English and Spanish) that our AI bots have audited.

Benefits

Medical insurance
Vision insurance
Dental insurance
401(k)
Stock purchase
Company-paid life insurance
PTO (including sick leave)
Parental leave
Family care leave
Bereavement leave
Jury duty leave
Voting leave
Short-term disability
Long-term disability
Company discounts
Military Leave Pay
Adoption expense reimbursement
Surrogacy expense reimbursement
Live Better U (Walmart-paid education benefit program for full-time and part-time associates)