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Title: Knowledge Manager, Global Customer Care
Hiring Organization: Connexion Systems & Engineering
Our client is seeking: Knowledge Manager, Global Customer Care, based on end-user needs, create and update customer facing knowledge articles in the CRM from both a content and display perspective Based on end-user needs, create and update customer service agent facing knowledge articles in the CRM from both a content and display perspective Own effectiveness and ratings of both agent and facing knowledge articles Develop, run, and manage weekly Knowledge base effectiveness reviews Develop, maintain, and manage organizational philosophy of both agent and customer facing Knowledge bases Develop, maintain, and manage style and look and feel of both agent and customer facing knowledge articles Own investigation and solution of gaps in knowledge base Implement alignment of currently existing Knowledge base to customer and agent needs Work closely with Care technical team to improve customer and agent access to knowledge base
Compensation, Benefits, and Employment Type
- Duration – Contract – 6 months
- Pay rate: 40-43hr.
- Job Location: Bedford, MA
- Job# bh11478
- Date Posted: 6/26/2020
Skills: Required Skills:
Moderate HTML/CSS/PHP skills
Excellent verbal and written communication skills Resourceful disposition and strong interpersonal skills Highly organized with effective time management skills Capable of delivering on multiple competing priorities Experience and desire to work in a Global delivery environment Proficient with MS Office suite Basic proficiency with Audio and Visual design tools (Photoshop, Audacity, etc.) Basic proficiency with Atlassian tools desired (Jira and Confluence) Experience in creating articles within a CRM (Oracle Service Cloud/RightNow preferred)
Qualifications and Education Requirements:
4+ years’ experience in a Knowledge Creation and Management Role
Understanding of Knowledge presentation philosophy
Increase overall FAQ ratings
Reduce or eliminate bottom performing FAQs Improve Average Handle Time for customer contacts Improve CSAT for customer contacts
Skills and Experience:
CRM (CUSTOMER RELATIONSHIP MANAGEMENT)
EXCELLENT VERBAL AND WRITTEN COMMUNICATION SKILLS ADOBE PHOTOSHOP HTML Additional Skills:
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