A global Internet company are currently seeking a PSDS Content and Support Associate to work on an 11 month temporary contract basis (PSDS = Play Store & Device Support Teams). This company brings together smart, talented people from a diversity of backgrounds, and creates a place you could bring your whole self to work. Work for a company that celebrates their staff and thrive on each individual employee for the benefit of their products and community. You will work for a company who believe in removing barriers so that their staff can focus on the things they love, both inside and outside of work. This organisation is completely dedicated in constantly searching for unique ways to improve the health and happiness of their workers temporary or permanent.
Overview:
The candidate will work with a variety of stakeholders to create agent and customer facing content, they will work closely with the Quality and Training teams to produce high quality content for company internal help centres. This includes but is not limited to creating, editing and uplifting content and canned email responses (CRs) for the PSDS Knowledge Bases for use within our CMS. They will also help PSDS maintain their taxonomies and manage the localization process.
Role:
· Responsible for updating and maintaining a global internal knowledge base to serve our customer facing vendor teams.
· To requests to assess information and determine how to best display it for agent consumption and understanding and measure the success of your information hierarchy and individual articles.
· The role will require constant innovation: rapid change with global scale, evaluating new technologies and methods, and an analytical approach to communications.
· Build and manage a global infrastructure for internal documentation.
· Collaborate with training, quality assurance and product support Managers, to build and maintain a shared knowledge base.
· Design and deploy a closed loop communications feedback process between the company and the support centre partners.
· Ensure agent troubleshooting tools have accurate, current and consistent content.
· Work alongside and act as the main channel of support for the knowledge management team in EMEA to prepare for product launches and process changes and keep pace with product changes.
Requirements:
· BA/BS degree or equivalent practical experience.
· 3-5 years of experience.
· Customer Service or technical support experience.
· Excellent written and verbal communication skills.
· Experience and knowledge of working with HTML.
· Experience in technical writing or creating training/ instructional documentation for contact centre agents.
· Experience managing a Content Management System (CMS) and/or Knowledge Base (KB).
Language Requirements:
· Fluent English (written & verbal)
Please note all applicants must hold the appropriate documentation to work in Ireland.Kelly Services is acting as an agent for their client
A global Internet company are currently seeking a PSDS Content and Support Associate to work on an 11 month temporary contract basis (PSDS = Play Store & Device Support Teams). This company brings together smart, talented people from a diversity of backgrounds, and creates a place you could bring your whole self to work. Work for a company that celebrates their staff and thrive on each individual employee for the benefit of their products and community. You will work for a company who believe in removing barriers so that their staff can focus on the things they love, both inside and outside of work. This organisation is completely dedicated in constantly searching for unique ways to improve the health and happiness of their workers temporary or permanent.
Overview:
The candidate will work with a variety of stakeholders to create agent and customer facing content, they will work closely with the Quality and Training teams to produce high quality content for company internal help centres. This includes but is not limited to creating, editing and uplifting content and canned email responses (CRs) for the PSDS Knowledge Bases for use within our CMS. They will also help PSDS maintain their taxonomies and manage the localization process.
Role:
· Responsible for updating and maintaining a global internal knowledge base to serve our customer facing vendor teams.
· To requests to assess information and determine how to best display it for agent consumption and understanding and measure the success of your information hierarchy and individual articles.
· The role will require constant innovation: rapid change with global scale, evaluating new technologies and methods, and an analytical approach to communications.
· Build and manage a global infrastructure for internal documentation.
· Collaborate with training, quality assurance and product support Managers, to build and maintain a shared knowledge base.
· Design and deploy a closed loop communications feedback process between the company and the support centre partners.
· Ensure agent troubleshooting tools have accurate, current and consistent content.
· Work alongside and act as the main channel of support for the knowledge management team in EMEA to prepare for product launches and process changes and keep pace with product changes.
Requirements:
· BA/BS degree or equivalent practical experience.
· 3-5 years of experience.
· Customer Service or technical support experience.
· Excellent written and verbal communication skills.
· Experience and knowledge of working with HTML.
· Experience in technical writing or creating training/ instructional documentation for contact centre agents.
· Experience managing a Content Management System (CMS) and/or Knowledge Base (KB).
Language Requirements:
· Fluent English (written & verbal)
Please note all applicants must hold the appropriate documentation to work in Ireland.
We need : English (Fluent)
Type: Contract
Payment: 19-22 Euro P/H
Category: Media
