Remote Knowledge Base Content Specialist I

TTEC; Dearborn (MI); Remote; USD 55,000 - 75,000; Full time

Job summary

Percepta is seeking a Global Knowledge Base Content Specialist I to support creation and maintenance of program-specific information within knowledge base software. The role collaborates with the Global KB Content Specialist and Supervisor to deliver accurate information to agents and customers, with a focus on timely updates and improved knowledge sharing.

The position involves producing or running reports, analyzing trends, and cascading insights to management, including entering content into

Qualifications

• Bachelor’s degree or Associates Degree, preferred.
• 1.5 - 2 years of position related experience, required.

Responsibilities

• Assist in aligning knowledge base structure and strategy with Operations and Client Partner goals and metrics.
• Support in updating the knowledge base by coordinating content with executive management and learning teams.
• Create and post interactive client materials and product knowledge content for agents to delight customers.
• Assist in creating content articles to drive customer self-help utilization and reduce inquiries.
• Monitor daily activity and ensure knowledge base is updated.
• Administer access, roles and permissions for knowledge base users.
• Ensure region-specific content and manage regional content access points.

Skills

Excellent communication

Project management

Planning

Analytical thinking

Organizational skills

Detail oriented

Multi-project management

Communication of complex concepts

Customer service focus

Education

Bachelor’s or Associate’s degree

Job description

Percepta is seeking a Global Knowledge Base Content Specialist I to support creation and maintenance of program-specific information within knowledge base software. The role collaborates with the Global KB Content Specialist and Supervisor to deliver accurate information to agents and customers, with a focus on timely updates and improved knowledge sharing.

The position involves producing or running reports, analyzing trends, and cascading insights to management, including entering content into