Global Knowledge Base Content Specialist I

TTEC • Dearborn, MI

2d • Remote

About The Position

The Global Knowledge Base Content Specialist I supports the creation and maintenance of program-specific information in knowledge base software. Under the guidance of a Global Knowledge Base Content Specialist and reporting to a Global KB Supervisor, the role helps create agent-facing or customer-facing content and ensures accurate information is provided to agents in a timely manner. The specialist identifies opportunities to improve information sharing and support positive customer experiences.

The role also assists with creating and running reports in response to business needs or requests from business owners. Responsibilities include analyzing trends and helping communicate findings to management, then supporting appropriate follow-up actions, such as adding content to Agents Ask Ford (AAF) or Customers Ask Ford (CAF), creating job aids, or distributing SharePoint announcements.

Requirements

• 1.5–2 years of position-related experience.
• Excellent verbal and written communication skills.
• Strong project management abilities.
• Excellent planning, analytical, and organizational skills.
• Detail-oriented and results-driven.
• Ability to organize the work of self and others.
• Ability to think creatively and quickly while maintaining acute attention to detail under demanding deadlines.
• Ability to organize and manage concurrent projects with competing priorities and rigid deadlines.
• Open-mindedness and flexibility in responding to changing situations.
• Ability to work toward set targets in support of service level agreements.
• Experience gathering and analyzing information and developing business cases.
• Ability to understand, translate, and communicate complex concepts in easy-to-understand language.
• Quality- and customer-service-focused.

Nice To Haves

• Bachelor’s degree or associate degree.

Responsibilities

• Assist in aligning knowledge base structure and strategy with Operations and Client Partner goals and metrics.
• Support the Global Knowledge Base Content Specialist II in updating the knowledge base by coordinating client-related content with executive management, learning and development teams, and other resources.
• Support management of multiple Global Knowledge Base access points according to regional app rollout levels and content.
• Assist in creating, developing, and posting interactive client-related materials and product knowledge content for contact center associates.
• Encourage participation and user-generated content in a collaborative knowledge base.
• Support creation of content articles that promote customer self-help and aim to reduce incoming call center inquiries.
• Monitor daily activity and ensure the knowledge base is updated with appropriate content.
• Assist in administering community access, roles, and permissions.
• Help ensure content at each access point is region-specific and that irrelevant content is deleted or updated.
• Assist in coaching users on knowledge base tools and coordinate with operations, training, and quality teams to produce educational content.
• Support usability assessments aligned with ongoing initiatives.
• Assist in creating and running reports, analyzing trends, communicating findings to management, and supporting follow-up actions such as entering content in AAF or CAF, creating job aids, and sending SharePoint announcements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed