• Responsible for maintaining and optimizing the internal knowledge bases used by customer care and social agents supporting customers. This person will collaborate closely with Product Specialists, Customer Care Support Leads, and Content Managers to ensure content is updated, accurate, localized, formatted according to established guidelines, and useful to agents supporting customers across our support channels.
Top tasks include:
• Manage time-sensitive communications to agents around country and feature launches, emerging issues, and troubleshooting steps.
• Convert articles to template format to ensure accurate data collection around product issues and resolutions (in consultation with content team lead).
• Draft canned responses (CRs) as needed
• Maintain tracker for issue categorization, Resolution IDs, and CRs
• Respond to feedback, resolving or researching resolutions as needed.
• Facilitate translation of content into other languages (if applicable)
• Manage change logs for assigned products
.
Qualifications:
• Candidate must possess at least a Bachelor’s/College Degree, Mass Communications or equivalent.
• At least 1 year(s) of working experience in the related field is required for this position.
