Overview

User Knowledge Operations Specialists

Our client a leading, international internet services provider is looking to hire a User Knowledge Ops Specialist with 2+ years of customer operations experience gained within a multi-culture environment to join their expanding team in Dublin.

This is an excellent opportunity to work alongside a very experienced team and build your skills and grow your career in a rapidly expanding office.

This role will initially be on a 12-month contract with a view to extension or permanency.

Job Reference: BBBH 18805

Your role will involve

Knowledge Base Content:

  • Responsible for reviewing and improving new knowledge/content about our products and about internal Customer Support processes, owner of Knowledge check Process and internal system feedback process
  • Responsible for reviewing and replying to our internal feedback process
  • Creating, updating & translating knowledge/content/tutorials about our products for local markets
  • Collect new and updated knowledges biweekly, summarise and send to the Training team for remote training/roadshow, for L1 agents to receive the new information
  • Uploading and updating troubleshooting knowledge/content to knowledge system, while making sure the approval process is being followed
  • Support new product implementation – content improvement
  • Take responsibility of internal self-service platform (support website & Apps) user journey design, user satisfaction, take charge of the self-service platform planning, including service channels, functions, and content planning. For example: Planning of Aspiegel official website service module, mobile phone service APP, cooperation of 3rd party forum.
  • Provide support to the Web Developer team to design official website service module; and update knowledge/content to the external website, according to the Voice of customer and new knowledge from product team

Track un-closure cases and follow up to closed:

  • Diligently follow up with customers, especially when an issue cannot be quickly resolved and provide update throughout the resolution process.
  • Develop improvement actions in a timely manner; coordinate related departments to solve problems; and close the issue.
  • Monitor ongoing customer interactions with the product, ensuring customer needs are being met and the services are aligned.
  • Review the data collected from internal tools to modify it with the right classify, to keep the tool improve classification accuracy.

You must have as a minimum

  • Min 2 years customer operations experience
  • Must have knowledge management/ customer operations analysis experience
  • Fluent English, preferably with additional language (French, Polish, Turkish, German, Chinese)
  • Previous experience with Content Management Systems/web content

Benefits

  • A very competitive salary.
  • 25 days annual leave.
  • Superb Dublin City Centre location close to all amenities and transport.
  • Laptop, mobile etc.
  • Plus other usual benefits.

Still interested in this opportunity?
Submit your CV (in a Microsoft Word format) today!

OR

Perhaps this role didn’t fully fit your criteria, not to worry – we have many similar roles advertised on our website – www.allenrec.com

Please don’t hesitate to contact any of our team with any questions you may have on Email: or Phone: +353 1 6694040.

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