Customer Support - Knowledge Applications Manager

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Angajator: Mentor's Search
Domeniu:
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 10.06.2021
    Scurta descriere a companiei

    Mentor's is a head-hunting and direct search company specializing in management and sales positions.

    Cerinte

    · Native level written and spoken English (additional language desired/advantage);
    · Experience in online content creation and managing knowledge in customer support domain;
    · Strong technical skills in MS Products (Word, Excel, PowerPoint);
    · Experience using HTML, CSS and familiarity with PHP;
    · Technical skill in PM applications such as MS Project.
    Experience in Customer Support Operations;
    · Min. 3 years’ experience in working with relevant domain specific technology and CRM Solutions (e.g. OSvC/RightNow, Oracle Digital Assistant/Bot Backoffice);
    · Min. 3 years’ experience in working with knowledge management applications and a proven record of delivering the knowledge strategy, incl. creating SOPs and process documentation;
    · The ability to build a deep knowledge of the product through active, independent exploration and testing on a regular basis;
    · Experience in delivering processes and products for globally distributed teams;
    · Experience managing projects end to end, including definition of full work procedures;
    · Understanding of the diverse needs of customers (internal/external) and appreciation for the commercial impact of implemented work processes;
    · Excellent communication, presentation, and organizational skills;
    · Reasoning and high-level analytical ability;
    · Complex problem-solving skills.


    Responsabilitati


    · Developing, delivering and continuously optimizing the knowledge strategy and all related processes;
    · Leading, planning and coordinating projects to improve efficiency of the Customer Support Operation;
    · Overseeing the creation and optimization of multi-language content through Content Editors;
    · Taking the lead in creating content for our Knowledgebase including articles/tutorials/videos both externally for customers & internally for agents to improve their work and performance;
    · Steering, overseeing and delivering the design and development of automation solutions;
    · Developing and executing constant improvement strategies for agent tools and content (internal and external Knowledgebase + the Oracle OSvC solutions - email, chat, surveys, reporting);
    · Constantly engage with stakeholders to collect feedback and analyze metrics to identify barriers and pain points, acting on customer feedback and identifying key training needs;
    · Collaborating with subject matter experts to ensure content accuracy and seek required approvals (Product, Compliance, Customer Safety and Due Diligence);
    · Working in partnership with stakeholders of the Customer Relations Dept. globally to ensure sharing of content/best practices (Contact Centers, Forum, Product Mgmt., Business Units);
    · Identifying, documenting and communicating any risks and issues discovered during delivery cycle;
    · Supporting Knowledgebase Backoffice Coordinator and Content Editor(s).