The Knowledge Specialist I is responsible for creating, updating and reviewing knowledge articles, conducting quality assessment (QA) reviews of calls, chats and tickets, and assists with the coordination of training activities within the Service Desk.
What you’ll do at Insight
Manage the knowledge article lifecycle leveraging Knowledge-Centered Service (KCS) standards including creating, reviewing, updating and archiving knowledge.
Assist with migration of client knowledge into Insight’s Knowledge Management System (KMS).
Train and coach agents on knowledge management best practices.
Review knowledge usage reports for opportunities to increase adoption and to identify knowledge gaps.
Coordinate the development of client portals including gathering design requirements.
Support client self-service portals through the posting of content and reviewing the portal of accuracy on a regular basis.
Review agent calls/chats/tickets through audio/screen capture ensuring that agents have taken and assign agent a call score based upon QA scoring rubrics.
Observe call trends based upon collective scoring and provide recommended individual or collective training for agents to take on a monthly basis.
Coordinate the creation of reports from QA, knowledge, and self-service usage to generate weekly/monthly reports for service desk agents, management and clients.
Work with members of leadership regarding individual and desk-wide trends on agent calls and knowledge usage including performance activities for service desk agents.
Maintain standards with other observers by calibrating each other’s calls based upon QA Policy.
Coordinate training for agents as directed.
Administer proficiency test to agent-in-training and provide results and training recommendation to their supervisor for continual placement with client’s account per training policies.
What you’ll need to join Insight
Two-year Associate Degree (field related) or equivalent experience required.
Must have a minimum of two years helpdesk experience in a corporate environment.
Requires working knowledge of all hardware/software concepts, including all supported Microsoft products and network/account management tools.
Understanding of KCS concepts or KCS certification preferred, but not required. Previous QA or Knowledge article development is preferred, but not required.
Highly articulate and professional in both oral and written communication, as well as presentation, persuasion and negotiation skills to achieve desired result needed.
Ability to read, analyze, and interpret general business/ professional journals, technical procedures, or regulations required.
Ability to effectively present information and respond to questions from groups of managers, customers, other employees a must.
Ability to respond effectively to sensitive inquiries or complaints.
Ability to write using original or innovative techniques or style.
Ability to make effective and/or persuasive presentations on controversial or complex topics to management.
Ability to interpret data and create meaningful reports is required.
Physical Demands
The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, talk, hear, and operate a computer, telephone and keyboard.
Specific vision abilities required by this job include close vision requirements due to computer work.
Regular, predictable attendance is required; including quarter-driven hours as business demands dictate.
Work Environment
The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
Ability to work in a confined area.
Ability to sit at a computer terminal for an extended period of time.
Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.
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