Back to SearchKnowledge Management Support Specialist
Hybrid in Armenia, & 2 others
Knowledge Base Management, Knowledge Management
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We are looking for a Knowledge Management Support Specialist to establish and maintain support processes by gathering knowledge, creating detailed documentation and ensuring the Global Service Desk operates with up-to-date instructions and educational programs.
Responsibilities
- Gather knowledge from different sources required for establishing and maintaining the support process
- Create detailed instructions for Global Service Desk operators from scratch
- Update Global Service Desk / Client's Knowledge Base and keep instructions up-to-date
- Identify gaps in the current processes and suggest improvements and updates to them
- Share knowledge and information within the department and the whole organization
- Check Global Service Desk operators' knowledge of new and updated support processes
- Communicate with L2 / L3 specialists
- Create and update educational programs for Global Service Desk operators
Requirements
- Background in support, as a Technical Writer or BA would be of great advantage
- Proficiency in English at B2+ level and higher
- Excellent verbal and written communication skills
- Capability to remain stress-resistant and cool-headed in tough situations
- Competency in handling and structuring high volumes of information
- Skills in analytical thinking and identifying dependencies and inconsistencies in processes
- Strong problem-solving and research skills
- Advanced troubleshooting and multitasking skills
- Capability to work in a team and think as a team
- Motivated, organized and responsible with quick learning ability and attention to detail
Nice to have
- Proficiency in Russian at B2+ level and higher