The Knowledge Management Specialist position is a full-time role primarily responsible for: continuous improvement of Knowledgebase content, increasing adoption and usage of content, and localization of content.
The role will suit a candidate who wants to help create experiences our GCX teammates love. Strong written and verbal communication skills, ability to build trust and drive change are all critical skills for this role. This position requires working closely with the Global Customer Experience teams to help ensure speed, consistency, accuracy and in our Knowledgebase content.
The ideal candidate will be a Knowledge Management “champion” with the skills and understanding of the content delivery process. The candidate should have both a Customer Support and Content authoring background. Familiarity with translation, internationalization, or localization issues preferred. The candidate must have ability to work with cross-functional and international teams fostering collaboration between the Global Knowledge Management team and the wider GCX organization to ensure content is accurate, teammates can find it fast, and aligned globally where possible.
Principal areas of responsibility:
On-going engagement with GCE teams in their assigned region – Frontline teammates, Coaches, team leaders,
Provide on-going education to GCE teams on CSKB functionalities, Search best practices and content updates
Convert tribal knowledge from GCE teams into well written Knowledgebase Articles
Support training initiatives related to how to use the Knowledgebase
Write digestible, accurate, understandable Knowledgebase Articles according to established style guidelines
Validate Knowledgebase articles for regional accuracy and language quality
Regularly review and update Knowledgebase Articles based on analysis and feedback
Improve content quality through implementing suggestions and requests from Customer experience teams and quality/process improvement teams
Work closely with Knowledge Managers on continuous improvement projects related to the Knowledgebase
Develop and implement content for new country specific features released on the eBay site; Work on assigned country specific content projects
Work closely together with teams such as the LTS team, BU and Overflow partners
Job Requirements
Good communicator
Change agent
Accurate spelling and grammar, strong attention to detail
Understanding of factualization, localization and QA processes for content
Exposure and understanding of Knowledge Management (including KCS) preferred
Previous experience in Customer Support Quality, Training or Change Management preferred
Project management experience considered an advantage
Knowledge of an EU language at an editorial level is highly preferred
Excellent written and verbal skills in English
Bachelors degree required; degree in communication, journalism, or English preferred
A minimum 2 plus years of relevant professional writing experience, customer service background preferred
Education
Bachelors Degree or Equivalent
