Global Knowledge Base Content Specialist I

Percepta LLC; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Global Knowledge Base Content Specialist I to enhance customer experiences through effective knowledge management. This role involves creating and maintaining content for agents and customers, ensuring accuracy, and supporting training initiatives. Ideal candidates will have strong communication and project management skills, with a focus on quality and customer service. The position offers competitive salary and various benefits, including tuition reimbursement and training opportunities.

Benefits

Competitive salary with incentives

Flexible Spending and Health Savings Accounts

401(k) with company match

Paid time off and holidays

Tuition reimbursement

Employee assistance and discount programs

Training and development opportunities

Qualifications

• 1.5-2 years of relevant experience required.
• Ability to manage multiple projects and adapt to changing priorities.

Responsibilities

• Support the creation and maintenance of program-specific information.
• Create and post interactive content for contact center agents.
• Monitor activity and ensure content relevance and accuracy.

Skills

Communication

Project Management

Data Analysis

Attention to Detail

Education

Bachelor’s degree

Associate’s degree

Job description

Job Description - Global Knowledge Base Content Specialist I (044OR)

Requisition Title

Requisition Title

: Global Knowledge Base Content Specialist I (044OR)

Location: United States

Position: Global Knowledge Base Content Specialist I

At Percepta, we bring first-class service across each market we support. As a Global Knowledge Base Content Specialist I working remotely, you’ll be part of creating and delivering exceptional customer experiences while enjoying the benefits of a unique culture.

What You’ll Be Doing

The Global Knowledge Base Content Specialist I will support the creation and maintenance of program-specific information within the knowledge base software. This role involves creating agent-facing or customer-facing content under the guidance of a senior specialist and reporting to a Global KB Supervisor.

You will work with your supervisor to ensure accurate, timely information is provided to agents, and proactively seek ways to improve information sharing for better customer interactions.

You will assist in generating and analyzing reports based on business needs, identifying trends, and communicating insights to management. Tasks include updating content in systems like AAF and CAF, creating job aids, and sharing updates via SharePoint.

During a Typical Day, You’ll

• Align knowledge base structure with operational and client goals.
• Support updates to the knowledge base, coordinating with management and training teams.
• Manage multiple access points based on regional rollout strategies.
• Create and post interactive content to empower contact center agents and promote user-generated contributions.
• Develop content to encourage customer self-help and reduce inbound inquiries.
• Monitor activity and ensure content relevance and accuracy.
• Administer community access, roles, and permissions.
• Ensure region-specific content is accurate and outdated content is removed or updated.
• Coach users on knowledge base tools and collaborate with training teams to produce educational materials.
• Conduct usability assessments aligned with ongoing initiatives.

What You Bring to the Role

• Bachelor’s degree or Associate’s degree preferred.
• 1.5-2 years of relevant experience required.
• Excellent verbal and written communication skills.
• Strong project management and organizational skills.
• Attention to detail and results-driven mindset.
• Ability to manage multiple projects and adapt to changing priorities.
• Flexible and open-minded approach to new situations.
• Experience in data analysis and business case development.
• Ability to simplify complex concepts for diverse audiences.
• Focus on quality and customer service.

What You Can Expect

• Competitive salary with incentives
• Flexible Spending and Health Savings Accounts
• 401(k) with company match
• Paid time off and holidays
• Tuition reimbursement
• Employee assistance and discount programs
• Training and development opportunities through Percepta College

Additional Information

Percepta provides the necessary equipment for this role.

About Percepta

Founded in 2000, Percepta operates contact centers worldwide dedicated to delivering seamless customer experiences. Our core values—Service, Teamwork, Respect, Proactivity, Career Growth, and Diversity—guide our daily operations and culture. We are committed to creating a supportive environment that fosters growth, trust, and inclusivity, offering competitive wages, benefits, and a focus on wellness.