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in Fort Worth, TX
Knowledge Base Specialist
•30 days ago
Hours | Full-time, Part-time |
---|---|
Location | Fort Worth, TX Fort Worth, Texas |
About this job
Position Summary
The Knowledge Base Specialist will focus on increasing self-service and contact deflection using the RightNow technology suite. The RNT system is used for the external knowledge base for our WeC customers (Walmart.com/help), as well as the agent desktop to support the efficient handling of emails, voice calls, chats, and surveys. The KB Specialist is accountable for creating, maintaining, and optimizing content on Walmart.com Help pages and helping define the content delivery strategy. This individual will, on a daily basis, evaluate the effectiveness of the self-help knowledge base and contact deflection rates by reviewing reports and analyzing data with the focus on improving the customer experience and reducing inbound contacts. The KB Specialist will partner closely with senior stakeholders, business teams and call center agents to translate complex processes into simple, end-user-focused solutions. As owner of a content library, the KB Specialist will anticipate agent needs and services and participate in the continuous evolution of the content management program. He/she will also spend time networking with other RNT clients to implement self-help and knowledge best practices available within the technology suite.
Position Description
Minimum Qualifications
Skills • Excellent written communication skills • Proven relevant content management experience • Ability to deal with ambiguity and change within a fast-paced environment • Experience working with an enterprise content management system • Proficiency in data analysis and data-based decision making
Additional Preferred Qualifications
Preferred skills: • Project Management experience • Familiarity with RightNow Technologies (Oracel Service Cloud) • Experience in customer service industry or in a role with strong customer focus • Demonstrated proficiency in technical writing (You will be asked to provide 2-3 writing samples of training/documentation, technical communications, and/or KB content) Education Bachelor’s degree in Communications, Journalism, English, Business Administration or related field
Job Role
Knowledge Base Specialist
Location
FORT WORTH
5022
The Knowledge Base Specialist will focus on increasing self-service and contact deflection using the RightNow technology suite. The RNT system is used for the external knowledge base for our WeC customers (Walmart.com/help), as well as the agent desktop to support the efficient handling of emails, voice calls, chats, and surveys. The KB Specialist is accountable for creating, maintaining, and optimizing content on Walmart.com Help pages and helping define the content delivery strategy. This individual will, on a daily basis, evaluate the effectiveness of the self-help knowledge base and contact deflection rates by reviewing reports and analyzing data with the focus on improving the customer experience and reducing inbound contacts. The KB Specialist will partner closely with senior stakeholders, business teams and call center agents to translate complex processes into simple, end-user-focused solutions. As owner of a content library, the KB Specialist will anticipate agent needs and services and participate in the continuous evolution of the content management program. He/she will also spend time networking with other RNT clients to implement self-help and knowledge best practices available within the technology suite.
Position Description
- Demonstrates up-to-date expertise in Walmart.com operational data analysis and applies this to the development, execution, and improvement of action plans
- Models compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity
- Provides and supports the implementation of business solutions
- Solves complex operational and financial problems/issues
- Supports and executes complex and multi-variable recurring and ad-hoc requests for data or data set-up
Minimum Qualifications
Skills • Excellent written communication skills • Proven relevant content management experience • Ability to deal with ambiguity and change within a fast-paced environment • Experience working with an enterprise content management system • Proficiency in data analysis and data-based decision making
Additional Preferred Qualifications
Preferred skills: • Project Management experience • Familiarity with RightNow Technologies (Oracel Service Cloud) • Experience in customer service industry or in a role with strong customer focus • Demonstrated proficiency in technical writing (You will be asked to provide 2-3 writing samples of training/documentation, technical communications, and/or KB content) Education Bachelor’s degree in Communications, Journalism, English, Business Administration or related field
Job Role
Knowledge Base Specialist
Location
FORT WORTH
5022