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The Global Knowledge Base Content Specialist I will be responsible for supporting the creation and maintenance of program-specific information within the knowledge base software. This role will assist in creating either Agent facing or Customer facing content under the guidance of the Global Knowledge Base Content Specialist and reporting to a Global KB Supervisor.
The Global Knowledge Base Content Specialist I will work with the Global Knowledge Base Content Specialist and their Supervisor to ensure accurate information is provided to agents in a timely manner. They will also proactively look for ways to improve how we share information to agents resulting in positive customer experience interactions.
The Global Knowledge Base Content Specialist I will assist in creating and/or running reports based on business needs and/or requests from the business owner. The duties will include analyzing trends and assisting in cascading that information to management, as well as ensuring 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.
Duties and Responsibilities
• Assist in aligning knowledge base structure and strategy with Operations and Client Partner goals and metrics.
• Support the Global Knowledge Base Content Specialist II in updating the knowledge base by coordinating client related content with appropriate executive management, learning and development teams and other resources.
• Support in managing multiple Global Knowledge Base access points, based on individual regions level of App rollout and content.
• Assist in creating, developing, and posting interactive client related materials and product knowledge content that enables contact center associates to delight their customers. Encourage participation and the development of user-generated content in a collaborative knowledge base.
• Support in creating 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.
• Assist in administering appropriate community access, roles and permissions.
• Assist in ensuring content available for each access point is region-specific, and content not relevant is deleted or updated.
• Assist in coaching users on knowledge base tools and coordinate with operations, training & quality teams to produce educational content within the knowledge base.
• Support in conducting usability assessments in alignment with ongoing initiatives.
Education
• Bachelor's degree or Associates Degree, preferred
Experience
• 1.5 - 2 years of position related experience, required.
Skills
• Excellent communication skills, verbal and written.
• Strong project management abilities.
• Excellent planning, analytical and organizational skills.
• Detail Oriented, Results driven.
• Skill in organizing work of self and others.
• Proven aptitude for quick creative thinking with acute attention to detail within demanding deadlines.
• Ability to organize and manage concurrent projects with multiple, competing priorities and rigid deadlines.
• Demonstrated open-minded approach and flexibility to address changing situations as they occur.
• Ability to work to set targets in support of service level agreements.
• Experience in gathering, analyzing and business case development.
• Ability to understand, translate and communicate complex concepts and convert them into easy-to- understand language.
• Quality and customer service focused.
About Percepta
Established in 2000 as a joint venture with TTEC, Percepta specializes in creating customer loyalty for clients across the globe. Through multiple communication channels and languages, we deliver first-class customer service across every market we support.
Our values are the heartbeat of our organization. We live, breathe, and demonstrate these values every day. At Percepta, we:
Lead with Humility - We listen first, lead with empathy, and stay grounded, creating space for people and ideas to grow.
Service Beyond Self - We serve our clients, customers, and teammates with care, respect, and integrity in every interaction.
Leave It Better - We take ownership and strive to leave every process, person, and place better than we found it.
Win Together - We succeed as one team by supporting, celebrating, and showing up for one another.
Deliver Remarkable - We go beyond expectations to create bold, meaningful experiences that make a lasting impression.
As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.
Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.
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