Technical Editor, Knowledge Management

Job Description

Internal Job Title: Knowledge Editor

Please note that the selected candidate must be based in Montreal. This role is not eligible for relocation support.

As a Community Support (CS) Knowledge Editor, you will be responsible for maintaining the knowledge platforms, communications and information/process flows for our frontline specialist.

You will work with the Knowledge Program Managers, Knowledge Strategist and support the Knowledge Management Regional Manager to collect requirements, define, document and prepare agent facing content.

Responsibilities

• (40%) Maintain, write and review single-source-of-truth content (such as workflows and guideline documentation) for the internal knowledge platforms
• (15%) Elaborate workflows to include structured process steps; including systems and tools instructions
• (15%) Create FAQs, macros, ensure work instructions meet content standards. Facilitate content translation into supported languages (if needed)
• (5%) Distill complex concepts into clear, easy to understand communications and develop/execute communication strategies
• (25%) Triage and maintain content and workflow feedback across the organization
• Build and maintain key relationships with CS Operations, Partners, Training, Quality, Business Process and Change Management teams
• Provide periodic updates to the Knowledge Management Regional Manager on key deliverables

Qualifications

• Excellent communication and interpersonal skills
• Highly developed organizational and time-management skills to assess and prioritize tasks
• Work autonomously in a fast-paced environment
• Resourceful, detail oriented and comfortable with ambiguity
• Proven ability to think like a customer and understand agent behavior
• Demonstrated capacity for critical thinking and analysis in complex projects
• Ability to engage and influence cross-functional consensus and collaboration

Requirements

• BA/BS degree or equivalent practical experience
• In-depth knowledge of customer service and contact center operations
• Experienced working with shared service organizations such as Training, QA, PMO, OCM, Partner Management to drive performance
• 2 years of post-graduate experience in knowledge and content management
• Experience setting up Knowledge/KCS platforms with CMS applications (Drupal, Confluence, Zendesk, blogging tools, etc.) a plus
• Familiarity with project management methodologies, tools and phases of the project lifecycle - Six-Sigma, PMP, ITIL, Prince2 Agile and SCRUM Master certification an advantage
• Proven ability to work in a multicultural, multilingual global organization