
Content Expert
3 days ago
Job Summary
We are seeking a Content Knowledge Specialist to join our team. As a key member of our organization, you will play a vital role in creating, editing, and updating knowledge resources used by customer support agents.
This is an exciting opportunity to work with a global organization and contribute to the development of our customer experience solutions.
- Main Responsibilities:
- Create, edit, and update knowledge articles, FAQs, and other resources used by agents.
- Identify and gather knowledge from various sources, including subject matter experts (SMEs), training materials, and customer interactions.
- Maintain the accuracy, currency, and relevance of the knowledge base for the benefit of both agents and customers.
- Promote the effective use of the knowledge base and facilitate collaboration among agents.
- Identify opportunities to enhance call centre processes and workflows through knowledge management initiatives.
- Monitor the usage and effectiveness of the knowledge base and make adjustments as needed.
- Collaborate with other teams, such as training, quality assurance, and product development, to ensure alignment and consistency in knowledge sharing.
- Provide training and guidance to agents on utilizing the knowledge base efficiently.
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