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9568
Contract

Knowledge Management Specialist – Customer Care - 9006440

Location: Bedford, Massachusetts

Connexion Systems & Engineering, a Boston based IT and Engineering Solutions Company immediately seeks individuals with the following skills:

 

Date Posted: 2/8/2019

Hiring Organization: Connexion Systems & Engineering

Job Title: Knowledge Management Specialist

Industry: IT

Location: Bedford, MA 01730

Employment Type: Full Time, Contract

Pay Range: 35/hr

Duration: 6 months

Job#:bh9568

 

Knowledge Management Specialist – Customer Care

Duties: We are seeking a dynamic individual to join our Global Marketing team for focused work within the Global Customer Care Team. This role will assist us in enabling a best in class consumer experience by improving our Customer Support platforms through the procurement, design, development and delivery of relevant and engaging online support.   This position requires a curious and detail-oriented individual with the ability to work independently and flourish in a fast-paced environment.

Responsibilities: 

Produce, update, and maintain high quality, customer-facing documentation for a deeply technical product used by enterprises and fast-growing technology companies.

Deliver documentation in various formats: user guides, FAQs, animations, graphics, and videos.

Work directly with product management, product marketing, engineering, customer success and external customers to ensure the documentation meets and exceeds customer needs. 

Leverage Customer Care data to analyze existing platform and content and identify improvement opportunities which will contribute to improving the customer experience.

Analyze, revise and refine existing knowledgebase content in alignment with voice of the customer data and Customer Care goals.

Develop and distribute new knowledgebase content for consumption by customers, call center agents and repair technicians globally.

Review the translation process for KB content and identify opportunities for efficiencies.

Partner with Go to Market teams to successfully integrate new product support materials into the existing ecosystem.

Document processes, policies, and training materials as required.

Participate on projects related to Go To Market readiness in relation with Customer Care support preparation. 

Bring innovation and experimentation to product documentation.

Develop trackable metrics to quantify the success of our execution and drive adjustments. 

Skills:

3 to 5+ years’ experience of researching, writing, editing, and reviewing product documentation and/or content in support of a technical product.

 

Ability to work and be successful both independently and as part of a team.

Demonstrate professional reliability and good organizational skills.

Excellent problem solving, organizational, interpersonal, and oral/written communication skills.

Adaptable and detail-oriented with a focus on execution to ensure quality of deliverables and continuous improvement of process and tools.

Ability to balance multiple priorities in a dynamic, fast-paced environment and meet assigned deadlines.

Provide and receive effective feedback from others.

Demonstrate superior writing ability and high proficiency using MS Office.

Demonstrate understanding of usability principles as it relates to writing technical content for non-technical consumption.

Previous experience with CRMs like Oracle Service Cloud/RightNow and Salesforce is a plus but not required. 

Keywords:

Education:

Skills and Experience:

Required Skills:

DETAIL-ORIENTED

KNOWLEDGE MANAGEMENT

MS OFFICE

ORACLE

ORGANIZATIONAL SKILLS

Additional Skills:

PROBLEM SOLVING

TRAINING

USABILITY

WRITING TECHNICAL

ADJUSTMENTS

CUSTOMER SUPPORT

DOCUMENTATION

MARKETING

METRICS

MICROSOFT OFFICE

PROCUREMENT

PRODUCT DOCUMENTATION

PRODUCT MANAGEMENT

PRODUCT MARKETING

 

 

When responding to this job posting you MUST include the Job# and Job Title in your subject line.

                 

Contact Info:                                                                                                                                             

 

ConneXion Systems & Engineering

490 Boston Post Road

Sudbury, MA 01776

jobpostings@csetalent.com