Copilot Support Specialist

Job Description Summary

Execute Copilot enablement and community support to accelerate user adoption. Deliver trainings using prepared materials, run weekly Q&A sessions, answer user questions, maintain knowledge assets, and collect feedback. Collaborate with Tech Infrastructure on issue triage and support the project team with project management and reporting activities.

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

Global leader in generic and biosimilar medicines, operating as an independent company spun off from Novartis. Based in Basel.

sandoz.com