Customer Support Knowledge Engineer, Senior

The Knowledge Engineer will focus on designing, delivering, and maintaining our automation Initiatives. The Knowledge Engineer must have a high level of knowledge of industry best practices for tools and reports for Customer Service and Knowledge Management and can apply key tasks to improve processes and procedures continuously.

What You'll Be Doing:

• Design, develop, and program manage the Knowledge Management program to increase the usability and findability of content
• Responsible for defining and maintaining the quality of digital content, including creating the framework to define standards, edit, analyze feedback, and conduct calibration activities across multiple teams
• Create and deliver processes, training, and communication on the best practices of knowledge management, internal systems, and reports
• Develop and use measurement tools that monitor usage and feedback, regularly responding to, evaluating, and reporting on metrics and trends related to self-service and customer service initiatives
• Collaborate with internal teams to proactively capture new information and identify ways to automate and improve the customer experience in live and digital channels
• Responsible for support-wide initiatives that improve customer service or improve the efficiency of workflows, specifically improving our reporting and analytics strategy
• Gather and manage business requirements on behalf of Customer Support to optimize system performance, implement new automation tools, or data reporting needs
• May design, develop, and maintain reports, dashboards, or scripts, providing insight and recommendations to stakeholders

Required Experience and Skills:

• 5+ years of relevant experience within a Customer Service environment, including B2B and B2C
• Experience designing and building digital content, knowledge-based systems, or platforms a plus
• Experience with reporting tools, dynamic languages, Knowledge Centered Service (KCS) processes, and internal end-user applications such as Salesforce, ServiceCloud Voice, and Qlik preferred
• Has the ability to ask the right questions to facilitate problem-solving
• Has the ability to efficiently and creatively solve the most complex problems and drive innovation
• Results focused on a history of driving tasks and projects to completion
• An eager member of any team with experience encouraging action-taking and decisiveness in peers
• Is undaunted by challenges
• Brings out the best in others by providing guidance and feedback
• Advanced English proficiency required
• Work hours will be US ET