21 ene
Percepta
Xico
Job Description - Content Specialist (Technical Writing) (041D0)
Content Specialist (Technical Writing) At Percepta, we bring first-class service across each market we support.
As a Content Specialist working on-site in Mexico City, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.
What You'll Be Doing You will be responsible for the creation and maintenance of program-specific information within the client-provided Global Knowledge Base built on social software.
This role uses the latest social technology, such as forums, blogs, podcasts, gamification, RSS, wikis, videos, and user-generated content,
to ensure contact center agents can deliver the best experience to their customers.
This role can create either Agent-facing or Customer-facing content.
This role will act as a Subject Matter Expert (SME) and will be a partner with internal and external clients to ensure accurate information is provided to agents in a timely manner.
The Content Specialist will proactively look for ways to improve how we share information with agents, resulting in positive customer experience interactions.
During a Typical Day, You'll Drive improvement initiatives in Customer Satisfaction.Provide timely, concise responses and resolution of customer escalations to all clients.Analyze metrics and develop plans for those not meeting required targets.Develop action plans to address underachieving metric performance as it pertains to Global Knowledge Base strategy.Update the knowledge base by coordinating client-related content with appropriate executive management, learning and development teams, and other resources.Manage multiple Global Knowledge Base access points,
based on individual regions' level of App rollout and content.Create, develop, and post interactive client-related materials and product knowledge content that enables contact center associates to delight their customers.
Encourage participation and the development of user-generated content in a collaborative knowledge base.Create content articles to drive customer self-help utilization with the goal of reducing the need for incoming inquiries into the call center.What You Bring to the Role Technical writing for software companiesPossess a high degree of professionalism.Excellent communication, oral, and written skills.Must be computer literate with word processing, spreadsheets, flowcharting applications, project management software,
and authoring software for web-based development.Proficiency in MS Office applications.Analytical skills to uncover root causes and develop improvement initiatives.Ability to create a supportive and conducive adult learning environment.Must be detail-oriented.Knowledge of call center business and/or experience is desired.What You Can Expect $23,000 monthlyLoyalty Bonus (as of the second year worked)16 days of vacationVacation Bonus (25% - 1st year; 50% - successive years)Christmas Bonus (15 days)Restaurant Card (after 90 days of employment)Food vouchers (after 90 days of employment)Life Insurance (24 months of salary)Savings fundTraining and Development opportunities (Percepta College)Employee Referral Program ($10,000 MXN after 90 days of employment)Employee DiscountA Bit More About Your Role Monday through FridayAbout Percepta Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.
Our values are the heartbeat of our organization, and we live, breathe, and play by them everyday.
As a Percepta team member, you can expect:
Culture of Service – to be treated like you are the customer from day one.Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges the value of your contributions.Respect – a team that is accountable, dependable, and gives you their full attention.Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.Career Growth – lots of learning opportunities for aspiring minds.Diversity – be a part of our growing diverse and community-minded organization that is all about having fun.Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits.
Our programs offer incentives and promote physical, mental, and financial wellness.
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