Overview

Every single day our Restaurants serve amazing food and provide an incredible Customer Experience, however things not always go 100% as expected. In those moments that matter, when our Customers need support you will be there to serve them. This is an incredible opportunity to do significant work by providing extraordinary support in the unique Chick-fil-A way, and our founder Truett Cathy said it best: "In the food business, it only takes one mistake, one rude Team Member or one bad sandwich to lose a customer. Do things right each time, making sure customers get what they expect, and sometimes more." Your role will be part of the support framework for Customer Support agents.

The Sr. Knowledge Specialist is a member of the Customer Support & Recovery in the Continuous Improvement group. This person will implement the knowledge strategy and plan outlined by the Knowledge Management Lead, including communication of Knowledge changes to appropriate parties.

If you are passionate about joining a championship team that focuses efforts on making it easy with care, Support Now is the place for you.

Responsibilities

• Manage and track all knowledge activities outlined in plans and roadmaps.
• Follow standard processes (internal and external, when necessary) for creating, maintaining, and retiring knowledge.
• Regularly monitor and maintain the health of Customer Support knowledge, including categorization, identification of subject matter experts, updating knowledge article metadata, or other knowledge attributes.
• Conduct knowledge domain analysis by creating and analyzing reports, identifying trends, addressing knowledge gaps, and continuously improving the health of the customer support knowledge base.
• Prioritize work efforts to align with Customer Support & Recovery goals, including self-service success, proactive resolution, and continuous improvement.
• Manage the Alerts process with frontline agents (internal Staff and/or external vendors).
• Create both Consolidated and Reference Knowledge articles to support the Agent experience.
• Build and maintain strategic partnerships with frontline agents (internal and external) as well as cross-functional subject matter experts across the business.
• Partner with the CS&R Continuous Improvement Change Manager to ensure Customer Support teams are prepared for rollouts, pilots, and other business initiatives.
• Ensure Knowledge change alignment with the external vendor, the ServiceNow Knowledge base, and the Customer-facing self-service portal.
• Facilitate the monthly KCS Contributor Council with Agents to ensure Knowledge health.
• Coordinate KCS Heartbeat sessions with Agents to help build their Knowledge proficiency.

Minimum Qualifications

• Bachelor's Degree
• 3 years of relevant work experience

• Multi-tasking capabilities

• Ability to work independently

• Excellent communication (verbal / written)

• Knowledge article editing / creation experience

Preferred Qualifications

• Microsoft Office Suite, Slack, Jira, Confluence, Miro, Reporting & Dashboard Development

Minimum Years of Experience

Travel Requirements

Required Level of Education