Content Specialist curates content used for a variety of web, mobile, and other platforms. Researches, coordinates, edits, and integrates the work of writers and designers to produce layouts that meet established branding and style guidelines. Being a Content Specialist organizes content in a way that makes sense/is most useful for target customers. Stays up-to-date on best practices and make recommendations for content strategy. Additionally, Content Specialist analyzes content needs and studies content consumption data to optimize content. Requires a bachelor's degree. Typically reports to a manager. The Content Specialist work is closely managed. Works on projects/matters of limited complexity in a support role. To be a Content Specialist typically requires 0-2 years of related experience. (Copyright 2024 Salary.com)
Role
More specific title would be a Knowledge Specialist.
Other titles are Content Writer, Contact Center, Trainer, Teacher
provide self help contents
monitor data
Top Skills
Knowledge of Microsoft Word, PowerPoint (intermediate) and Excel.
- Content writing skills*** A MUST HAVE-
Contact center experience is a must Salesforce is a plus
Experience
Call center experience
Customer service background a plus.
- Experience analyzing data via Power BI dashboards
- Analyzing data and google analytics dashboards
- Salesforce experience Instructional background
Education-
4 year education or communication degree and/or 2 years combined experience working within a contact center environment developing knowledge articles for frontline agents
Associate degree with relevant experience is ok
Position’s Contributions to Work Group:
- More specific title would be a Knowledge Specialist. 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 Client Digital 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:
- Collaborate with team members on building front line agent processes.
- Develop, build, and refresh knowledge articles.
- Attend necessary business meetings.
- Analyze customer behavior data and make recommendations.
- Tool testing ( salesforce tool)
Interaction with team:
- Currently 3 in the team
Work environment:
Will need to go onsite
Education & Experience Required:
- 4 year education or communication degree and/or 2 years combined experience working within a contact center environment developing knowledge articles for frontline agents
Soft Skills Required
- Must possess superior human relation skills and excellent verbal and written communication skills.
- Internally motivated, proactive, and eager to learn.
Job Type: Contract
Pay: $35.00 - $40.00 per hour
Schedule:
Experience:
Work Location: In person
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