- Curate and maintain knowledge base library content, in partnership with product and process subject matter experts, to understand new products or changes to existing products.
- Partner with the training team to ensure training material is accurate
- Consistently monitor knowledgebase usage and interaction through the use of metrics and dashboards. Use data derived from analysis of customer and internal knowledgebase interactions to inform and prioritize improvements to the knowledgebase.
- Provide internal customers with the content and tools to optimize agent efficiency including reducing inbound contacts and improving the closure rate, as well as provide external customers with information needed to facilitate self service.
- Compile analytics and other customer feedback to identify opportunities for improvement and make actionable recommendations.
- Track, analyze and report on critical KPI's on a regular cadence by using data visualization to assist decision-makers in effectively interpreting data to arrive at insights.
- Manage daily operations of knowledgebase related activities, including content creation and review, workflows, user account maintenance, non-English content maintenance, and organization of content.
- Serve as a primary liaison in communications with Customer Care, Product Marketing, Global Knowledgebase Teams, and other departments/groups as necessary regarding project deliverables, product launch activities, knowledgebase application maintenance, and other operational knowledgebase activities.
- Perform other work as required or requested.
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Configuration Management Specialist
20 hours ago
HX5LLC Lakewood, United StatesConfiguration Management Specialist Configuration Management Specialist III NASA Glenn Research Center Cleveland, Ohio HX5 is an award-winning provider of engineering, research and development, and technical services to clients such as NASA and the Department of Defense. Founded ...
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Infinity Systems Cuyahoga Falls, United StatesWe are the expert for connection and fastening technology - and have been since 1878. With 1,000 employees worldwide, we are responsible for our customers' automated supply and optimization of material flow and supply chain with our products and services. We are consistently focu ...
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NebulaWorks Olmsted Falls, United StatesApprenticeship as a Digitalization Management Specialist (m/f/d) in Olmsted Falls · Throughout the city, cranes are standing and the construction industry is booming - more and more residential buildings, offices, and hotels are growing out of the ground and shaping the new look ...
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Project Manager
2 weeks ago
Apex Dynamics East Fairview, United StatesPROJECT MANAGER (M/F/D) in the field of building technology WANTED. · Location: East Fairview · Do you have previous experience in project management/leadership? Perfect. · As a project manager, you will act as the interface between the customer and SCALTEL (technology, analysts, ...
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Manager, Credit Specialist
1 day ago
KPMG-UnitedStates Cleveland, United StatesBusiness Title:Manager, Credit SpecialistRequisition Number: Function:Audit · Area of Interest:State:AK · City:Anchorage · Description: · Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today's most imp ...
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Risk Management Specialist
3 weeks ago
Mortenson Shaker Heights, United StatesABOUT MORTENSONAs a Top 25 builder, developer, and EPC, our expertise spans markets like sports, renewable energy, data centers, healthcare, and more. We are builders at heart, working to ensure the built environment has a lasting positive impact. Let's Redefine Possible · SUMMA ...
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Planner for Communication Networks"
2 weeks ago
Eclipse Enterprises North Ridgeville, United StatesAbout the Company · We are a nationwide owner-managed service company based in North Ridgeville. As a competent and reliable partner for all aspects of network expansion, our team works on customer-oriented solutions. We employ specialists in the fields of water, broadband, elect ...
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Customer Service/Order Management Specialist
1 week ago
Carlisle Companies Wylie, United StatesCarlisle Weatherproofing Technologies is currently seeking a Customer Service/Order Management Specialist to join our CCW team in Wylie, TX. The function of this role is to be the primary contact between our company and the distributors. This role is responsible for responding to ...
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System administrator for IT infrastructure
2 weeks ago
Radiant Enterprises North Ridgeville, United StatesThis innovative consulting company is not only one of the top 10 in its industry in Germany, but was recently awarded as a Top Company 2024 by Kununu. With over employees worldwide, the company is constantly growing. · What to expect · Administration of storage and backup syste ...
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Vendor Management Specialist
4 days ago
Victory Capitel Cleveland, United StatesVendor Management Specialist · Victory Capital · About Victory Capital: · Victory Capital is a diversified global asset management firm. We operate a next-generation business model combining boutique investment qualities with the benefits of a fully integrated, centralized opera ...
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Vendor Management Specialist
5 days ago
Victory Capitel Cleveland, United StatesVendor Management SpecialistVictory CapitalAbout Victory Capital:Victory Capital is a diversified global asset management firm. We operate a next-generation business model combining boutique investment qualities with the benefits of a fully integrated, centralized operating and d ...
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Asset Management Specialist
2 weeks ago
CAI Cleveland, United StatesJob ID NumberR2699Employment TypeFull timeWorksite FlexibilityOnsiteJob SummaryWe are looking for a motivated Asset Management Specialist ready to take us to the next level If you have analysis and lifecycle planning skills, and are looking for your next career move, apply now.Jo ...
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Asset Management Specialist
2 weeks ago
CAI Cleveland, United StatesJob Description · Job ID Number · R2699Employment Type · Full timeWorksite Flexibility · OnsiteJob Summary · We are looking for a motivated Asset Management Specialist ready to take us to the next level If you have analysis and lifecycle planning skills, and are looking for your ...
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Project Management Specialist
2 weeks ago
Majestic Steel USA Beachwood, United StatesMajestic Steel is excited to add a Project Management Specialist to our Team This person will be responsible for assisting with project planning and management to drive activities and initiatives. In addition, the Project Management Specialist will Project Management, Specialist, ...
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Case Management Specialist
1 week ago
Javitch Block LLC Cleveland, United StatesOur premier firm helps clients resolve their business disputes in an efficient, streamlined, and cost-effective manner. Over many decades of experience, the partners and professional staff of JB have become known for a unique combination of corporate sophistication, coupled with ...
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care management specialist
6 days ago
Community Assessment and Treatment Wadsworth, United StatesResponsible for all matters relating to the security of employees, residents, and visitors.Ensuring the continual accountability of all assigned residents, and a safe and secure environment that facilitates treatment and rehabilitation.Supervise resident drug and alcohol testing, ...
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Search Engine Optimization Specialist
3 days ago
ChoiceLocal Westlake, United StatesWho We Are: ChoiceLocal is a full service digital marketing agency specializing in hyper-local marketing for franchisees and franchisors. We believe in delivering superior results and customer service to our partners, giving back to the community by helping others, and empowering ...
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Consumer Loan Servicing Specialist
3 weeks ago
First Federal Lakewood Westlake, United StatesPosition Summary:The Consumer Loan Servicing Specialist is responsible for the day-to-day servicing of auto and marine loans and assisting customers with consumer loan inquiries and issues.Duties and Responsibilities:Engages with customers by phone, email, and mail to provide exc ...
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Sales Onboarding Specialist
4 weeks ago
Equity Trust Company Westlake, United States*This position is located in our Westlake, OH office and is eligible for a hybrid schedule after probationary period. (2 days remote). · JOB OVERVIEW · The Onboarding Specialist for the Sales EI team supports institutional relationships by serving as a point of contact for establ ...
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PRN RN- Westlake
2 weeks ago
Crossover Health Westlake, United StatesAbout Crossover Health · Crossover Health is creating the future of health as it should be. A national, team-based medical group with a focus on wellbeing and prevention that extends beyond traditional sick care, the company delivers an entirely new model of healthcare-Primary He ...
Associate Knowledge Management Specialist - North Olmsted, United States - Fortune Brands Innovations
Description
Job DescriptionResponsibilities
