21 feb
Percepta International
Xico
.Content Specialist (technical writing)MX-DF-Mexico DF**Description**: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 to agents resulting in positive customer experience interactions.
**During a Typical Day, You'll**- Driving improvement initiatives in Customer Satisfaction.- Timely, concise responses and resolution of customer escalations to all clients- Analysis of metrics and development of plans for those not meeting required targets.- Development of 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.
Encourages 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 companies**- Possess a high degree of professionalism.- Excellent communication, oral, and written skills- Analytical skills to uncover root causes and develop improvement initiatives.- Ability to create a supportive and conducive adult learning environment.- Must be detail oriented
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.