Global Knowledge Base Content Specialist I

Percepta • Dearborn, MI

1d • 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, this role helps create agent-facing or customer-facing content and works with colleagues to ensure accurate information reaches agents in a timely manner. The specialist identifies opportunities to improve information sharing and customer experience, and assists with reports, trend analysis, and communicating insights to management. Appropriate follow-up may include entering content into Agents Ask Ford (AAF) or Customers Ask Ford (CAF), creating job aids, or sending SharePoint announcements.

This role is designated remote. The employee works remotely but is expected to attend an office or other designated location when required for training, team engagement activities, meetings, or other business needs.

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.
• Skill in organizing one's own work and the work of others.
• Aptitude for quick, creative thinking with close 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 preferred.

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 based on regional app rollout and content.
• Assist in creating, developing, and posting interactive client-related materials and product knowledge content for contact center associates.
• Encourage participation and the development of 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 within the knowledge base.
• Support usability assessments in alignment with ongoing initiatives.
• Assist in creating or running reports based on business needs or business-owner requests.
• Analyze trends and help cascade information to management, taking appropriate follow-up actions such as entering content into AAF or CAF, creating job aids, or sending SharePoint announcements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree