- Sector: Customer Success
- Expiry Date: 30 September 2023
- Job Ref: J9763
Join the Access Family and see how we make software ideas become a reality!
Our core value of ‘Love work, Love life’ has been central to our success and so we’re looking for people to join us who share our passion for making things better every day, to help us achieve 2 million users of the Access Workspace platform.
Are you ready for the challenge?
What are we all about?
At Access, we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from professional services to manufacturing to not-for-profits and more.
We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business. That's why over 1 million users and overorganizations rely on Access software to help their organizations thrive.
The role:
The Digital Knowledge Engineer is an exciting role supporting our divisional technical support teams to drive self-serve success through a digital-first approach.
As a DKE, you’re a content champion for your domain, passionate about delivering an exceptional self-serve experience for both internal and external customers. You’ll play a key role in supporting the technical support teams, working collaboratively with Content Leads to create, improve and publish content, driving quality and content health, through a variety of mediums, and through coaching and mentoring colleagues.
Day-to-day, you will:
- Work in partnership with the Content Lead [JG1] for your division to create a content roadmap and ensure successful delivery.
- Contribute to content creation and maintenance based on insights, trends, and content roadmap.
- Develop expertise in available tools and reporting to identify trends and enable effective decision-making for content improvements and media decisions.
- Support the implementation of chatbots and ongoing maintenance and improvements.
- Support content health through the timely publishing of articles created by support teams, archiving outdated content, and minimizing duplication.
- Collaborate with stakeholders to advocate for product improvements based on content reuse rates and customer feedback.
- Respond to customer feedback following the closed-loop process.
- Use data to identify content gaps and opportunities.
- Provide root cause analysis on commonly known issues based on content reuse and make recommendations for improvements.
- Identify opportunities to create a communication plan to promote content, working in conjunction with the Knowledge Management Team.
- Communicate the value and impact of digital content, providing support to engineers and leaders with visibility and feedback.
- Champion KCS processes, and act as a colleague's mentor and support.
- Attend monthly meetings with the Knowledge Management team to review progress and develop tactics for these areas of responsibility.
Skills and experience
Experience:
- Knowledgebase expert with a demonstrated understanding of the Knowledgebase methodology and goals.
- Experience in collaborating with stakeholders to identify and address content needs within an organization.
- Experience creating content across multiple mediums (desirable).
Skills:
- Strong affinity with internal and external customers with a passion for improving their experience.
- Ability to work collaboratively with excellent communication skills, both written and verbal.
- Able to communicate effectively and comfortable building relationships with stakeholders.
- Ability to analyze data to make informed recommendations for content improvements.
- Enthusiasm to learn new technologies and techniques.
- Forward thinking and proactive.
- Excellent grammatical skills.
- Quality orientated and results-driven.
- Demonstrates a desire for continuous learning and improvement.
- Flexible and adaptable.
What does Access offer you?
We are a growing software company and we deliver on what we say we do! We take the development of our people very seriously! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.
- Healthy, friendly, and inclusive culture;
- Work-life balance;
- Hybrid/Remote working;
- Flexible working hours;
- Competitive salary package;
- Great Holiday Package (starting from 25);
- Charity day – day off paid by the company for volunteering activities;
- Private Healthcare & Life Insurance;
- Sport membership ;
- Meal tickets;
- Referral Bonus;
- Christmas Bonus;
- Big Break – all-inclusive holiday paid by the company;
- Other benefits.
At Access, we’re all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn’t match perfectly, we’d still love to hear from you. You might just be whom we are looking for.
We love the fact that we’re all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it’s just more fun!
What’s holding you back? Come and be part of our Amazing Access Family!
Love Work. Love Life. Be You.
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