Knowledge Specialist (Microsoft Tools) at Aditi Consulting

Position’s Contributions to Work Group:

• Identify knowledge article needs and drive suitable knowledge initiatives that deliver on our brand promise.
• Responsible for the development of effective knowledge article templates and the development of customer and agent facing knowledge articles that deliver a world-class customer experience.
• Will lead knowledge efforts for our Support/ Contact Center Operations and will partner with 3rd party contact centers and internal partners to ensure knowledge articles are understandable and up to date.

Typical task breakdown:

• with team members on building front line agent processes.
• Build, and refresh knowledge articles.
• Necessary business meetings.
• Customer behavior data and make recommendations.
• Testing ( salesforce tool)

Education & Experience Required:

• 4 year education or communication degree and 2+ years combined experience working within a contact center environment developing knowledge articles for frontline agents

Technical Skills (Required)

• Microsoft Tools ( Proficient/Expert)
• writing skills

(Desired)

• Customer service background a plus.
• Analyzing data via Power BI dashboards

Compensation:

The pay rate range above is the base hourly pay range that Aditi Consulting reasonably expects to pay someone for this position (compensation may vary outside of this range depending on several factors, including but not limited to, a candidate’s qualifications, skills, competencies, competencies, experience, location and end client requirements).

Benefits and Ancillaries:

Medical, dental, vision, PTO benefits and ancillaries may be available for eligible Aditi Consulting employees and vary based on the plan options selected by the employee.