- Location
- , TH
- Type
- Full-time
- Department
- Administration
- Closing date
- Today
- Source
- iCIMS
Description
Overview
The Content Management Specialist is responsible for creating, organizing, and maintaining the internal knowledge base and external self-service content. You will act as the bridge between the technical product team and the front-line customer service agents, ensuring that complex technical specifications of client's products are translated into easy-to-follow troubleshooting step
Qualifications
2+ years in Content Management, Technical Writing, or Knowledge Management, preferably within a BPO or Electronics industry.
Ability to understand technical specs of home appliances (e.g., circuit breakers, error codes, installation requirements).
Proficiency in Knowledge Management System tools (like Zendesk Guide, Salesforce Knowledge, or SharePoint) and basic image editing tools.
Strong analytical thinking, attention to detail, and the ability to work under pressure during major product launches.
Excellent written and verbal communication skills in English (and local language if applicable).
Responsibilities
Develop and update standard operating procedures (SOPs), troubleshooting flows, and "How-to" guides for a wide range of electronics and technology products.
Simplify complex technical manuals into "layman’s terms" for customer support agents and end-users.
Conduct regular audits of the Knowledge Management System to ensure retired products are archived and new launches are documented.
Coordinate with the Quality Assurance (QA) and Training teams to identify "knowledge gaps" based on frequent agent errors or high call volumes.
Create or manage visual aids, such as annotated diagrams of appliance parts or short video clips demonstrating product resets.
Monitor agent feedback on content clarity and update articles to improve First Call Resolution (FCR).
