What are the responsibilities and job description for the Knowledge Specialist / Content Writer / Trainer position at DSM-H Consulting?
Job Title = Knowledge Specialist / Content Writer / Trainer
Job ID = 47059
Location = Day 1 On Site Hybrid Position at Peoria, IL ( 1 Day in a week in the office )
Duration = 12 Months Contract Position on C2C / W2
Client = Direct Client
Role
Knowledge and insights analyst. Support Cat help centers. Will write self help content for the help centers so users don’t need to contact the contact center. Also write knowledge articles for the agents to help them resolve issues. callers have Write contact for 2 digital applications. Will not train the trainers.
Top 3 skills
l Superior writing skills
l Detailed oriented. Help identify issues
l Data analysis skills. Based on data, what content needs to be written
l PowerBI or Google analytics is desired
l Any experience with salesforce or testing is a plus
Education/Experience
l 4 year education or communication degree and 2 years combined experience working within a contact center environment developing knowledge articles for frontline agents
l Lets stay away from candidates with Masters Degree or Ph.D. They typically are overqualified
l No degree and has 5 years actual relevant experience.
l Max number of yrs of experience is 5
l No max number of years of experience
l Most have worked in customer service/support. This experience is helpful.
l Teaching or training background and content background. Teaching experience is more of K-12
Interview:
l 1 round
Disqualifier:
l Must have SUPERIOR (English) verbal and written communication skills
l Job tenure (6 mo- less than 1 year)
l If the candidate’s current location of residence is not on resume, that resume will be DQ.
l Candidate who’s don’t already live in the Peoria or surrounding area may not be initially considered for the first round.
Job Description =
Position’s Contributions to Work Group:
l More specific title would be a Knowledge and Insight Analyst.
l Identify knowledge article needs and drive suitable knowledge initiatives that deliver on our brand promise.
l Responsible for the development of effective knowledge article templates and the development of customer and agent facing knowledge articles that deliver a world-class customer experience.
l Will lead knowledge efforts for our CLIENT Digital Support/ Contact Center Operations and will partner with 3rd party contact centers and internal partners to ensure knowledge articles are understandable and up to date.
Interaction with team:
Part of the training and knowledge group. Team of 4 doing this same role. This person would be the 5th team member.
Work environment:
l Hybrid Work model
Soft Skills Required
l Must possess superior human relation skills and excellent verbal and written communication skills.
l Internally motivated, proactive, and eager to learn.
