Job Category: Customer Service, Education & Training, Writing
Location: CA, NE, or Work from Anywhere (Global)
To be discussed.
Reporting to the Training Manager, the Knowledgebase Administrator is responsible for the function and administration of the internal KB for the Upwork Customer Service Team.
This includes provisioning new users, and management of the overall workflow supporting the creation, editing, review, and posting of new and current articles.
This person will work with project and product managers, supervisors and leads on Upwork, to edit proposed content for consistency and clarity, create relevant content as assigned, and to ensure that all necessary review and approval processes are effected prior to posting in the KB.
The KB Administrator must be able to understand and interpret material written by others, and then create documentation targeted for customer service reps (agent voice).
The position requires strong communication skills, both verbal and written and a proven track record designing and developing knowledge content using knowledge authoring tools and systems. Some experience using online course authoring tools (i.e. Adobe Captivate, Articulate, etc.) and Learning Management Systems for e-learning development and deployment is highly desired but not essential.
This is a remote/work-from-home (or anywhere), position.
Responsible for KB article workflow – analyzing – investigating proposed articles, creating new articles, copying from existing, obtaining necessary approvals, and publishing.
Editing text for clarity and accuracy.
Verifying own knowledge supplemented by research and consultation with other SME’s.
Maintain effective working relationships with SME’s., managers, and etc across teams on Upwork
Assists with other related projects as needed.
Bachelor’s Degree, or equivalent work experience, required.
Strong verbal and written communication skills.
Strong PC skills.
Effective time management skills.
Ability to work under pressure and to make decisions independently.
Ability to work with all levels of the organization.
Strong customer service orientation.
Ability to multi-task.
Must be detail oriented.
Demonstrated ability to link/integrate data from multiple data sources.
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