Tech SME Sr. Analyst - Training & Coaching

About the role

Dollarcity, a Latin American retail group with more than 800 stores in 5 countries, is hiring a Tech SME Sr. Analyst for its Support Center. The Support Center provides technical assistance and resolves operational challenges for store employees across multiple locations, managing local and remote equipment in a trilingual environment. As Tech SME Sr. Analyst, you will strengthen the team's technical capabilities through training, coaching and continuous improvement, while supporting new hires and existing technicians.

Key responsibilities

• Train newly hired technicians, monitor their progress, coach them and assess their readiness to move to the production floor.
• Develop, prepare and deliver training materials, including hands-on demonstrations and practical activities, and run refresher courses and long-term development programs.
• Maintain up-to-date technical knowledge and certifications by handling calls, taking part in calibration sessions and attending cross-functional meetings.
• Conduct call audits, side-by-side observations and coaching sessions to evaluate technician performance.
• Work with team supervisors to review incidents, monitor compliance with procedures and improve service quality.
• Keep managers, supervisors and peers informed on technician progress and development needs.
• Recommend improvements to Knowledge Base articles based on feedback, call evaluations and training analysis.
• Stay informed on new service releases, policies and procedures and share updates with the team.
• Represent the Support Center in new projects and pilot initiatives, and use AI tools to automate reporting, performance scorecards and measurement processes.

Required profile

• Currently pursuing a university degree (third year or above).
• At least 2 years of experience in technical support, IT Help Desk or Service Desk environments.
• Experience in technical training, coaching, quality assurance or knowledge management is desirable.
• Ability to work rotating schedules and availability to work onsite at the Support Center offices in Las Cascadas Shopping Center, La Libertad.

Required skills

• Familiarity with ticketing systems, incident management and technical troubleshooting.
• English language proficiency.
• Knowledge of Microsoft Excel, PowerPoint, Power BI and AI tools is a plus; proficiency in AI tools for reporting automation is desirable.