Cx Knowledge Enablement Specialist, Content Strategist

hace 1 semana


Xico, México Logitech A tiempo completo

About the Role

We are seeking a highly skilled Cx Knowledge Enablement Specialist to join our team at Logitech. As a key member of our Customer Care team, you will play a critical role in supporting the evolving engagement model with customers.

Your Key Responsibilities

  • Be a Gatekeeper for all content published on the CX Knowledge Base
  • Establish and maintain an Article Quality Index and other standards for CX content
  • Ensure new content (FAQs, Setup Guides, Specs sheet etc) for NPIs and other self-help requirements meet the above standards
  • Assist in coaching and empowering external Knowledge teams
  • Establish channels to receive feedback from Customers, Knowledge Teams, internal & external partners, and continuously improve the Knowledge Base
  • Develop, create and manage FAQs
  • Report and communicate progress to all stakeholders periodically
  • Escalate system level issues to the appropriate systems/IT support/vendor team
  • Assist and participate actively in ad-hoc projects

Key Qualifications

  • Preferably 2+ years of experience in Content/Knowledge Management, or a strong Writing Portfolio
  • Understanding of KCS methodology. Certification or experience is a plus.
  • Ability to write a technical article as a Specialist, for a layman
  • Fluent in English (written and spoken)
  • Experience working with Zendesk Guide / SharePoint / WordPress or any other CMS is a plus
  • Experience in building and auditing processes
  • Technically savvy, and ability to quickly learn new technology
  • Strong team player and leader who operates with high levels of integrity, trust and respect for the individuals

Preferred Skills and Behaviors

  • Call center operations experience & knowledge
  • Project Management certification or experience
  • Technical Writing certification or experience
  • Creative approach to enhance customer experiences
  • High energy & enthusiasm with the desire to have fun and laugh while getting the job done

Education

A TOEFL or IELTS score is a good to have

About Logitech

Logitech is a global company that puts customers first. We strive to exceed expectations and accelerate continuous improvement leveraging a LEAN approach. We are looking for someone with the passion and energy to be the advocate for our customers and drive change to ensure we exceed our customers' needs and expectations.

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to race, Age, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Skills

KCS, Knowledge Management, Technical Writing, Project Management, Zendesk


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