What are the responsibilities and job description for the CX Knowledge Specialist position at Millennium Systems International?
Millennium Systems International is an exciting and dynamic software company based in Parsippany, NJ and was founded in 1987 to provide the beauty and wellness industry with forward-thinking, powerful management software and vital tools. We’ve built a company based on revolutionary technology, outstanding support, and more importantly, a strong passion to educate salon and spa owners on how to sustain success. Our software is utilized in thousands of salons and spas in over 36 countries, processes billions of dollars in transactions per year and is used by hundreds of thousands of users. Millennium Systems International is honored to have been named one of New Jersey's Top Workplaces for 2022-24!
M-F 8:45AM to 5:30PM EST, 40 hours a week working 5 days.
This is a remote role.
If you have a passion for creating clear, effective documentation, enjoy collaborating across diverse teams, and excel at solving problems through written communication, then this role is perfect for you! We are looking to add experienced, energized, and enthusiastic new team members who like the challenge of working in a fast-paced environment. Our employees enjoy a relaxed environment and are provided with a terrific benefits plan. Employees who are employed at Millennium often remain at Millennium – many for the duration of their careers. Formal training is provided for this remote full-time, hourly nonexempt position.
What skills do I need?
The CX Knowledge Specialist is responsible for creating, maintaining, and optimizing clear, accurate, and high-quality documentation to support both employees and customers. This role ensures knowledge assets, such as product guides and process documentation, are consistently updated and effectively utilized across the organization. The CX Knowledge Specialist collaborates across teams to source information, monitor evolving needs, and enhance operational efficiency through effective documentation and communication strategies. This is accomplished by sourcing update requests from multiple teams; gathering data on upcoming changes, releases, and announcements; observing and documenting tenured agents; and working with multiple Leadership teams on internal process changes. Salesforce Knowledge is the primary knowledge base, and some supplemental material or collaboration may be done through Word, Powerpoint, LucidChart, and other platforms.
Requirements:
Paid Time Off (PTO) and Holidays
Enjoy a generous 3 weeks of Paid Time Off (PTO) that begins accruing with every pay period from your very first day! Plus, you’ll enjoy ten (10) paid holidays throughout 2025, along with five (5) paid sick days and one (1) personal day—because we believe in taking care of you!
Medical, Dental, And Vision Benefits
Your well-being is a priority! We offer subsidized Medical, Dental, and Vision plans, with coverage kicking in quickly. It's all about making sure you stay healthy, happy, and well-cared for.
Life Insurance
Peace of mind for you and your loved ones! We provide Life Insurance and Accidental Death & Dismemberment (AD&D). What’s even better? Millennium Systems International fully covers the entire cost—100% on us!
Long-Term and Short-Term Disability Insurance
Stay secure no matter what life brings your way. Short-Term and Long-Term Disability insurance. And we’ve got your back—Millennium Systems International covers the full cost of Long-Term Disability at 100%.
401(k) Retirement Plan
Plan for your future with confidence! You’ll be eligible to enroll in our robust 401(k) plan. When you do, you’ll enjoy a 100% match on up to 4% of your contributions, thanks to our Safe Harbor plan. It’s our way of helping you build a brighter tomorrow.
Learning & Development Opportunities
We foster a culture of growth and professional excellence. As part of our benefits, we offer unlimited access to Udemy’s online courses, helping you refine your skills, explore new areas, and advance your career. Whether you're deepening your expertise or learning new technologies, we’re here to support your development every step of the way.
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M-F 8:45AM to 5:30PM EST, 40 hours a week working 5 days.
This is a remote role.
If you have a passion for creating clear, effective documentation, enjoy collaborating across diverse teams, and excel at solving problems through written communication, then this role is perfect for you! We are looking to add experienced, energized, and enthusiastic new team members who like the challenge of working in a fast-paced environment. Our employees enjoy a relaxed environment and are provided with a terrific benefits plan. Employees who are employed at Millennium often remain at Millennium – many for the duration of their careers. Formal training is provided for this remote full-time, hourly nonexempt position.
What skills do I need?
- Exceptional written communication skills
- Minimum of 24 months of previous Service Desk, Help Desk, or Customer Service experience preferred
- BA or Vocational school degree preferred or equivalent work experience
- Ability to collaborate with internal teams, demonstrating strong communication and interpersonal skills
- Demonstrates high level of perception to identify and work toward continuous service improvement
- Ability to deliver high quality written material under tight deadlines
- Minimum 1 year Salesforce and Office experience
- A self-starter that can work independently and as a team member
- Ability to multi-task
- Has great time management skills
The CX Knowledge Specialist is responsible for creating, maintaining, and optimizing clear, accurate, and high-quality documentation to support both employees and customers. This role ensures knowledge assets, such as product guides and process documentation, are consistently updated and effectively utilized across the organization. The CX Knowledge Specialist collaborates across teams to source information, monitor evolving needs, and enhance operational efficiency through effective documentation and communication strategies. This is accomplished by sourcing update requests from multiple teams; gathering data on upcoming changes, releases, and announcements; observing and documenting tenured agents; and working with multiple Leadership teams on internal process changes. Salesforce Knowledge is the primary knowledge base, and some supplemental material or collaboration may be done through Word, Powerpoint, LucidChart, and other platforms.
Requirements:
- Bachelor’s degree or Associates Degree with 2 years of experience
- Ability to type greater than 70 wpm
- Reliable ISP
Paid Time Off (PTO) and Holidays
Enjoy a generous 3 weeks of Paid Time Off (PTO) that begins accruing with every pay period from your very first day! Plus, you’ll enjoy ten (10) paid holidays throughout 2025, along with five (5) paid sick days and one (1) personal day—because we believe in taking care of you!
Medical, Dental, And Vision Benefits
Your well-being is a priority! We offer subsidized Medical, Dental, and Vision plans, with coverage kicking in quickly. It's all about making sure you stay healthy, happy, and well-cared for.
Life Insurance
Peace of mind for you and your loved ones! We provide Life Insurance and Accidental Death & Dismemberment (AD&D). What’s even better? Millennium Systems International fully covers the entire cost—100% on us!
Long-Term and Short-Term Disability Insurance
Stay secure no matter what life brings your way. Short-Term and Long-Term Disability insurance. And we’ve got your back—Millennium Systems International covers the full cost of Long-Term Disability at 100%.
401(k) Retirement Plan
Plan for your future with confidence! You’ll be eligible to enroll in our robust 401(k) plan. When you do, you’ll enjoy a 100% match on up to 4% of your contributions, thanks to our Safe Harbor plan. It’s our way of helping you build a brighter tomorrow.
Learning & Development Opportunities
We foster a culture of growth and professional excellence. As part of our benefits, we offer unlimited access to Udemy’s online courses, helping you refine your skills, explore new areas, and advance your career. Whether you're deepening your expertise or learning new technologies, we’re here to support your development every step of the way.
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ohPBhpeUi0
