Role

More specific title would be a Knowledge Specialist.

Other titles are Content Writer, Contact Center, Trainer, Teacher

provide self help contents

monitor data

Top Skills

Knowledge of Microsoft Word, PowerPoint (intermediate) and Excel.
- Content writing skills*** A MUST HAVE-

Contact center experience is a must Salesforce is a plus

Experience

Call center experience

Customer service background a plus.
- Experience analyzing data via Power BI dashboards
- Analyzing data and google analytics dashboards
- Salesforce experience Instructional background

Education-

4 year education or communication degree and/or 2 years combined experience working within a contact center environment developing knowledge articles for frontline agents
Associate degree with relevant experience is ok

Position’s Contributions to Work Group:

- More specific title would be a Knowledge Specialist. Identify knowledge article needs and drive suitable knowledge initiatives that deliver on our brand promise. Responsible for the development of effective knowledge article templates and the development of customer and agent facing knowledge articles that deliver a world-class customer experience. Will lead knowledge efforts for our Client Digital Support/ Contact Center Operations and will partner with 3rd party contact centers and internal partners to ensure knowledge articles are understandable and up to date.

Typical task breakdown:

- Collaborate with team members on building front line agent processes.

- Develop, build, and refresh knowledge articles.

- Attend necessary business meetings.

- Analyze customer behavior data and make recommendations.

- Tool testing ( salesforce tool)

Interaction with team:

- Currently 3 in the team

Work environment:

Will need to go onsite

Education & Experience Required:

- 4 year education or communication degree and/or 2 years combined experience working within a contact center environment developing knowledge articles for frontline agents

Soft Skills Required

- Must possess superior human relation skills and excellent verbal and written communication skills.

- Internally motivated, proactive, and eager to learn.

Job Type: Contract

Pay: $35.00 - $40.00 per hour

Schedule:

• Monday to Friday

Experience:

• Content Writing: 3 years (Required)
• Contact Center: 3 years (Required)

Work Location: In person