Global Knowledge Base Content Specialist I

TeleTech Holdings, Inc.; United States; Remote; USD 50,000 - 65,000; Full time

Job summary

A leading company is seeking a Global Knowledge Base Content Specialist I to enhance customer experiences through effective content management. This remote role involves creating and maintaining knowledge base content, supporting agents with accurate information, and collaborating with various teams to improve service delivery. Ideal candidates will possess strong communication and project management skills, along with a focus on quality and customer service. Join a supportive environment that values growth and offers competitive benefits.

Benefits

Health, dental, vision, and life insurance

401(k) with company match

Paid time off and holidays

Tuition reimbursement

Employee assistance and discount programs

Training and development via Percepta College

Employee rewards program (Perci Perks)

Qualifications

• 1.5 - 2 years of related experience required.
• Ability to translate complex concepts into understandable language.

Responsibilities

• Support creation and maintenance of program-specific information.
• Manage multiple global knowledge base access points.
• Create and post interactive materials for contact center agents.

Skills

Communication

Project Management

Analytical Skills

Organizational Skills

Education

Bachelor’s or Associate’s degree

Job description

Global Knowledge Base Content Specialist I

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

What You’ll Be Doing

The Global Knowledge Base Content Specialist I supports 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 the Global Knowledge Base Content Specialist and reporting to a Global KB Supervisor. Responsibilities include ensuring accurate, timely information is provided to agents, proactively improving information sharing, creating and running reports, analyzing trends, and updating content in systems like AAF and CAF.

During a Typical Day, You’ll

1. Assist in aligning knowledge base structure and strategy with operational and client goals.
2. Support in updating the knowledge base by coordinating content with management and learning teams.
3. Manage multiple global knowledge base access points based on regional app rollouts.
4. Create and post interactive materials and product knowledge content to enable contact center agents to delight customers.
5. Support content creation to promote customer self-help and reduce call center inquiries.
6. Monitor daily activity, ensuring knowledge base updates with relevant content.
7. Assist in managing community access, roles, and permissions.
8. Ensure regional relevance of content, deleting or updating irrelevant material.
9. Coach users on knowledge base tools and collaborate with training teams to produce educational content.
10. Conduct usability assessments aligned with ongoing initiatives.

What You Bring to the Role

• Bachelor’s or Associate’s degree preferred.
• 1.5 - 2 years of related experience required.
• Excellent verbal and written communication skills.
• Strong project management, planning, analytical, and organizational skills.
• Detail-oriented, results-driven, and able to manage multiple priorities under deadlines.
• Flexible and open-minded to changing situations.
• Ability to meet targets within service level agreements.
• Experience in data analysis and business case development.
• Ability to translate complex concepts into understandable language.
• Focus on quality and customer service.

What You Can Expect

• Competitive salary with incentives
• Health, dental, vision, and life insurance
• FSA and HSA options
• 401(k) with company match
• Paid time off and holidays
• Tuition reimbursement
• Employee assistance and discount programs
• Training and development via Percepta College
• Employee rewards program (Perci Perks)

A Bit More About Your Role

Percepta provides the equipment for this role.

About Percepta

Founded in 2000, Percepta operates contact centers worldwide, delivering seamless customer experiences. Our values—service, teamwork, respect, proactivity, growth, diversity—are central to our culture. We offer a supportive environment with growth opportunities, incentives, and wellness programs.