Details:
Responsible for systematically collecting information from Subject Matter Experts (SME) for the development of knowledge articles to be utilized by a team of Technology Service Desk staff and keep this knowledgebase information up to date. Responsibility includes developing or using measurement tools that monitor usage of database, compile and evaluate feedback and report results management.
This position will also be facilitating identification of information from the knowledgebase to help train our Artificial Intelligence (AI) platform to resolve issues via self-service and automation. This role may extend to encoding this information into the AI platform.
Develops competence by performing structured work assignments. Uses existing procedures to solve routine or standard problems. Builds collaborative working relationships internally and externally. Attendance and schedule adherence are requirements of this position.
- Authoring and contributing knowledge.
- Interacting with clients and agents.
- Researching knowledge details.
- Working with subject matter experts to enhance effectiveness of available knowledge.
- Producing and analyzing reports of knowledge base usage and effectiveness.
- Data analysis and manipulation.
- Utilizing current application toolset for administration content.
- Preparing troubleshooting, procedural and reference material in electronic format.
Job Requirements
Details:
- Bachelor's degree or equivalent work experience preferred. Less than 2 years of related experience.
- 1-2 years of service desk experience.
- Understanding of agent documentation requirements.
- Strong customer service experience.
- Ability to work in a team environment as well as independently.
- Excellent written and oral communication skills.
- Knowledge of HTML and Internet technologies.
- Experience working with relational databases.
- Attendance and schedule adherence are requirements of this position.
- May require additional project-specific training.
- Knowing and applying fundamental concepts, practices and procedures of particular field of specialization.
- May develop advanced skills using tools and equipment appropriate for the position or specialization.
- Using established procedures and working under immediate supervision.
- Performs assigned tasks.
- Work is routine and instructions are usually detailed.
- Resolving routine questions and problems, and refers more complex issues to higher levels.
- This is open exclusively to existing BCG resources, as program knowledge is the priority.