Knowledge & Insights Specialist - Elevate Customer Experience

Diversified Services Network, Inc.; Peoria (AZ); On-site; USD 65,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Health savings account

Life insurance

Disability insurance

Vision insurance

Paid time off

Paid Holidays

401(k)

Employee assistance program

Job summary

Diversified Services Network, Inc. in Peoria, IL is seeking a full-time Knowledge & Insights Analyst to enhance our knowledge content and support customer experience. The role partners with internal teams and third-party centers to keep knowledge current, accurate, and actionable.

Ideal candidates will have 5+ years in knowledge management or content development, with 2+ years building articles for frontline agents. Onsite 3 days/week; benefits include 401(k), health, and more.

Qualifications

• 5+ years of knowledge management, content development, or related experience.
• 2+ years creating knowledge articles for frontline agents in a contact center
• Degree preferred but not required

Responsibilities

• Identify knowledge article needs and drive knowledge initiatives that support the organization's brand promise
• Develop effective knowledge article templates for customer- and agent-facing content
• Build, refresh, and maintain knowledge articles that deliver a world-class customer experience
• Lead knowledge efforts for digital support and contact center operations
• Partner with third-party contact centers and internal teams to ensure knowledge articles are understandable, accurate, and current
• Collaborate with team members on building frontline agent processes
• Analyze customer behavior data and make recommendations based on findings
• Test and utilize tools such as Salesforce, Power BI, and Google Analytics
• Attend business meetings as needed to support knowledge initiatives

Skills

Knowledge management

Content development

Knowledge articles

Power BI

Google Analytics

Customer service

Data analysis

Education

Degree preferred

Tools

Salesforce

Power BI

Google Analytics

Job description

Diversified Services Network, Inc. in Peoria, IL is seeking a full-time Knowledge & Insights Analyst to enhance our knowledge content and support customer experience. The role partners with internal teams and third-party centers to keep knowledge current, accurate, and actionable.

Ideal candidates will have 5+ years in knowledge management or content development, with 2+ years building articles for frontline agents. Onsite 3 days/week; benefits include 401(k), health, and more.