Global Content Specialist

Global Knowledge Base Content Specialist I ( 04

FJC )

US-MI-Dearborn

The Global Knowledge Base Content Specialist I will be responsible for supporting the creation and maintenance of program-specific information within the knowledge base software. This role will assist in creating either Agent facing or Customer facing content under the guidance of the Global Knowledge Base Content Specialist and reporting to a Global KB Supervisor.

The Global Knowledge Base Content Specialist I will work with the Global Knowledge Base Content Specialist and their Supervisor to ensure accurate information is provided to agents in a timely manner. They will also proactively look for ways to improve how we share information to agents resulting in positive customer experience interactions.

The Global Knowledge Base Content Specialist I will assist in creating and/or running reports based on business needs and/or requests from the business owner. The duties will include analyzing trends and assisting in cascading that information to management, as well as ensuring that the appropriate actions are taken such as entering content into Agents Ask Ford (AAF) or Customers Ask Ford (CAF), or creating job aids, sending out SharePoint announcements.

• Assist in aligning knowledge base structure and strategy with Operations and Client Partner goals and metrics.
• Support the Global Knowledge Base Content Specialist II in updating the knowledge base by coordinating client related content with appropriate executive management, learning and development teams and other resources.
• Support in managing multiple Global Knowledge Base access points, based on individual regions level of App rollout and content.
• Assist in creating, developing, and posting 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.
• Support in creating content articles to drive customer self-help utilization with the goal of reducing the need for incoming inquiries into the call center.
• Monitor daily activity and ensure knowledge base is updated with appropriate content.
• Assist in administering appropriate community access, roles and permissions.
• Assist in ensuring content available for each access point is region-specific, and content not relevant is deleted or updated.
• Assist in coaching users on knowledge base tools and coordinate with operations, training & quality teams to produce educational content within the knowledge base.
• Support in conducting usability assessments in alignment with ongoing initiatives.

• Bachelor’s degree or Associates Degree, preferred

• 1.5 - 2 years of position related experience, required.

• Excellent communication skills, verbal and written.
• Excellent planning, analytical and organizational skills.
• Detail Oriented, Results driven.
• Skill in organizing work of self and others.
• Proven aptitude for quick creative thinking with acute attention to detail within demanding deadlines.
• Ability to organize and manage concurrent projects with multiple, competing priorities and rigid deadlines.
• Demonstrated open-minded approach and flexibility to address changing situations as they occur.
• Ability to work to set targets in support of service level agreements.
• Experience in gathering, analyzing and business case development.
• Ability to understand, translate and communicate complex concepts and convert them into easy-to- understand language.
• Quality and customer service focused.

• This role is designated as remote. The employee will work remotely…