Knowledge Center Software Development Specialist

The Knowledge Center Content Specialist is responsible for the development, content, building, and architecture within the web-based Knowledge Center, which will serve as a vital tool for the call center in assisting with customer needs.

Duties and Responsibilities

• Builds, maintains, and develops a Knowledge Center for Customer Care in a web based platform.
• Responsible for updating and maintaining the accuracy of content there in.
• Gathers information about products, services, policies, and procedures from various departments to implement within the content of the Knowledge Center.
• Acts as a liaison between Customer Care and other departments regarding the content.
• Responsible for the ensuring best practices with regards to architecture, permissions, and security on the Knowledge Center and all sub-sites therein.
• Conceptualizes, develops, implements, and tests new features for the site and accompanying sub sites and pages.
• Analyzes search results and site visitations to optimize agent experience, architecture, and information availability.
• Programs basic and advanced features, functionality, and layouts.
• Creates reports for Managers and Directors within customer care.
• Licenses maintenance - As users are removed their licenses need to be freed up to ensure we don't exceed our licenses. As users are added we need to ensure that their get the correct license permissions.
• Update with supervisor changes - Call center dashboards need to be updated when supervisors are added/removed.
• Distribute dashboards - We are wanting to facilitate change and make it easier for supervisors to see their best opportunities to improve their associates Call handling metrics.
• Ensure data is populating - We have had issues where the programming stops importing customer data and web survey results.
• Phrase audits and tuning - Audit and removal of low performing phrase hits

Additional

• Performs other duties as assigned or needed

Qualifications

• Advanced PC skills
• Working knowledge of software packages including SharePoint Designer and SharePoint 2013
• Effective interpersonal skills to interact with all levels of management
• Ability to manage and prioritize multiple project simultaneously
• 10 key by touch
• Detailed work and organizational skills
• Strong creativity skills
• Strong written and verbal communication skills
• Ability to analyze reports and make sound business decisions based on present data
• Demonstrated leadership ability.
• Thorough knowledge of company policies, procedures, and the company marketing plan.
• Ability to work independently and professionally.
• Ability to work independently and follow through on projects.
• Ability to prioritize and organize
• Ability to maintain confidentiality of sensitive areas.
• Ability to work under stress.
• Word processing, graphics and spreadsheet skills. (circle ones that apply)
• Sit with intermittent walking.
• Standing, sitting, or walking for duration of shift.
• Visually read reports, computer screen, etc.
• General business skills