Author- Knowledge Management

Aeronube Technologies
  • Mumbai
  • 10-15 lakh
  • 2-3 years
  • Views
  • 09 Feb 2017

  • Finance/ Accounts

  • IT/ Technology - Software/ Services
Job Description

This person is responsible for creating Knowledge Management assets like portal troubleshooting scenarios , Articles with product details & specifications, Frequently asked questions , Dynamic Notifications , Collation of feedback and reporting to product teams with the help of various Authoring activities .

Understand the business context and plans along with the overall philosophy and guidelines of the customer

service function

Understand how Knowledge management and content management tools work

Work with multiple stakeholders to validate the scenarios and decision trees

Work with Subject Matter Experts to develop/ finalize appropriate Knowledge management content

Create , Update , Upload and Archive content for a variety of support audiences:

a. Creating troubleshooting scenarios to resolve customer issues

b. Articles with product , specs

c. Frequently asked questions on

d. Creating Dynamic Notifications

e. Feedback reporting for product (provided on KM portals)

f. Work on multiple channels or business lines simultaneously

Desired Knowledge & Skills :

Excellent written and oral communication skills

Knowledge of basics of information analytics

Expert in Microsoft Word

Prior relevant telecomm experience preferable

Call Center experience preferable

Thorough understanding of customer support operations and best practices

Interpersonal, communication, and relationship building skills

Creative thinking skills

Problem solving skills

Internal and external customer orientation

Quality & Process focused

Knowledge of HTML/JavaScript preffered

Job Posted By

Nirmalyo Banerjee
Founder & CEO

About Organisation

Aeronube Technologies