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Knowledge Base Specialist

Summary

Salary
Competitive
Team
People
Location
United States - Chicago Office

About Us:

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country.

About the Role:

Seeking an excellent writer/knowledge base specialist (KBS) to join the Dyson Customer Service Training team. A successful applicant will assist our Customer Service organization by creating and managing the Knowledge Management to support agents in delivering the correct answer, tool/process information to the right place at the right time. The KBS is accountable for building, maintaining, and optimizing content for the Americas. 

Key Responsibilities and Accountabilities:

Define the Content Approach, Create, Update and Roll Out content accordingly

  • Manage content intake, including incoming production and content needs
  • Action content requests per defined service-level agreement, communicate with partners regarding content request status, and provide pushback to partners when KB submission guidelines are not met
  • Partner closely with business partners, to translate complex processes into simple end-user-focused solutions. The individual will anticipate the needs for both 3P partners and internal support agents and participate in the continuous evolution of the content management program.
  • Apply technical writing principles to produce instructional content that is concise, direct, and friendly to a global audience
  • Build and maintain a high volume of articles for internal teams and 3P partners while adhering to guidelines
  • Make content updates as data and/or business needs change, including ensuring content is accurate, functional, and relevant
  • Effectively convey knowledge base features and functions via presentations to operational teams
  • Manage communication between the business and operations to ensure policy and process changes are delivered on-time and in a clear, concise manner

Define and Measure Content Quality and KPIs

  • Investigate knowledge base (KB) metrics to determine patterns and gain insight about KB user experience.
  • Provide ongoing qualitative and quantitative measurements of content scope, effectiveness, and usage, especially for user search metrics

Drive Continuous Improvement

  • Viewed as expert and thought leader on Knowledge Base tools and best-in-class processes to maintain
  • Regularly investigates and reports on emerging trends in Knowledge Base space, incorporating capabilities as necessary to keep the Knowledge Base as optimized and efficient as possible
  • Enact regular audits of the content library to ensure adherence to content management principles and business rules
  • Build relationships with agents and operational supervisors, and use their feedback to drive simplicity, usability while driving solutions that minimize redundancy and promote efficient reuse.

Technical Capability

  • High learning capability to understand the technical infrastructure of the Dyson Knowledge Management tool, ideally with deep experience designing, using and executing within the tool selected
  • Maintain the taxonomy, information architecture, and content mapping schemas used for structuring and filtering content in the knowledge base

Basic qualifications

  • You have 1-3 years of meaningful content management experience
  • Experience building, designing and managing an enterprise content management system
  • Excellent written and verbal interpersonal skills
  • Intermediate skills in Excel, including ability to produce pivot tables/charts
  • Familiarity with operational metrics and reporting
  • You are proficient in data analysis and data-based decision-making
  • Able to embrace ambiguity and exercise editorial judgement
  • Ability to work independently in a dynamic environment
  • Excellent time management skills
  • Experience building and designing content workflow within a KB system
  • Ability to synthesize complex processes into simple and engaging language
  • Clear track record of helping customers/partners/clients achieve and evolve business results
  • Proven skills and success in process improvement design and workflow analysis
  • Experience working in a global organization

Work experience and education guidelines

  • Bachelor’s degree in Communications, English or related field
  • Experience in the customer service industry or in a role with a very strong customer focus

Required

Applicants will be asked to take a writing exam as part of the interview process to demonstrate proficiency in technical writing and syntax.


Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.