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Global Knowledgebase Content Specialist

Percepta UK Limited
Job LocationMelbourne, Derby
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

Global Knowledgebase Content SpecialistAU-VIC-Melbourne Description The Global Knowledgebase Content Specialist will be responsible for the creation and maintenance of program specific information within the client provided knowledgebase built on social software. This role uses the latest social technology, such as forums,blogs, podcasts, gamification, RSS, wikis, videos, and user-generated content, to ensure contact center agents can deliver the best experience to their customers. This role can create either Agent facing or Customer facing content.This role will act as a Subject Matter Expert (SME), and will be partner with internal and external clients to ensure accurate information is provided to agents in a timely manner. The Global Knowledgebase Content Specialist will proactively look for waysto improve how we share information to agents resulting in positive customer experience interactions.The Global Content Specialist is also responsible for creating andor running reports based on business needs andor requests from the business owner. Responsibilities include analyzing for trends, and cascading that information to management, as well asensuring that the appropriate actions are taken such as entering content into Agents Ask Ford (AAF) or Customers Ask Ford (CAF), or creating job aids, sending out SharePoint announcements.Responsibilities

  • Align knowledge base structure and strategy with Operations and Client Partner goals and metrics.
  • Update the knowledge base by coordinating client related content with appropriate executive management, learning and development teams and other resources.
  • Manage multiple knowledgebase access points, based on individual regions level of App rollout and content.
  • Create, develop and post interactive client related materials and product knowledge content that enables contact center associates to delight their customers. Encourages participation and the development of user-generated content in a collaborative knowledgebase.
  • Create content articles to drive customer self-help utilization with the goal of reducing the need for incoming inquiries into the call center.
  • Monitor daily activity and ensure knowledge base is updated with appropriate content.
  • Administer appropriate community access, roles and permissions.
  • Ensure content available for each access point is region specific, content not relevant is deleted or updated.
  • Coach users on knowledge base tools and coordinate with operations, training & quality teams to produce educational content within the knowledge base.
  • Partner with local facilitators to ensure training material is current based on updates to the regional requirements. Support training content development as needed.<li style="margin-top:5px; margin-bottom:5px"

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