Content Specialist
hace 3 semanas
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 companies
- Possess 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 monthly
- Loyalty Bonus (as of the second year worked)
- 16 days of vacation
- Vacation 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 fund
- Training and Development opportunities (Percepta College)
- Employee Referral Program ($10,000 MXN after 90 days of employment)
- Employee Discount
A Bit More About Your Role
- Monday through Friday
About 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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