Position Summary...
What you'll do...
Role summary: 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. What you'll do:
- 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.
What you'll bring:
- 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.
At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more. You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable. For information about PTO, see https://one.walmart.com/notices. Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms. For information about benefits and eligibility, see One.Walmart. The hourly wage range for this position is $23.00 - $45.00* *The actual hourly rate will equal or exceed the required minimum wage applicable to the job location. Additional compensation in the form of premiums may be paid in amounts ranging from $0.35 per hour to $3.00 per hour in specific circumstances. Premiums may be based on schedule, facility, season, or specific work performed. Multiple premiums may apply if applicable criteria are met.
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Minimum Qualifications...
__Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications. __
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Distribution Center Management, Help Desk, Information Technology, Installing computer hardware or software, Investigations, Mainframe Technology, Managing challenging workforce issues, Microsoft Office, Project Management, We value candidates with a background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly. The ideal candidate would have knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart’s accessibility standards and guidelines for supporting an inclusive culture.
Associates: Information Technology
CCNA - Cisco Certified Network Administrator - Certification
Primary Location...
, STE DD750 DAKOTA DUNES, SD 57049-5005, United States of America
Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.