Knowledge Base Specialist with Dutch and English
4 zile în urmă

The Knowledge Base Specialist will drive and execute activities that ensure the Consumer Support Teams adopt the Knowledge Management framework by auditing, coaching and training support staff.

The Knowledge Base Specialist improves Case deflection rate by pro-actively suggesting and implementing countermeasures on the FAQs, with Technical Support, Engineering and / or Product Management teams


  • Coordinate and drive adoption of Knowledge Centred Service and case deflection mindset
  • Develop corresponding training material and keep up to date
  • Train and coach Consumer Support teams
  • Set Key Performance Indicators for outstanding article draft-to-published timeline, and identify and address pipeline bottlenecks.
  • Address by training and coaching where and when needed

  • Ensure article draft-to-published approval process is adhered, and address by training and coaching where and when needed
  • Execute enhancement activities that improve quality of the knowledge base, efficiency of the knowledge management processes, and customer experience through the technical support portal
  • Ensure quality of the knowledgebase is outstanding; articles meet set qualification norms on maturity, participation rate and volume, by auditing technical support engineers and rating and reporting on their Knowledge Centred Support compliance levels
  • Improve Case deflection rate by pro-actively suggesting and implementing resolving actions on the FAQs, with Consumer Support, Engineering and / or Product Management teams.
  • Pro-actively analyse Knowledge Management trends and innovations, and analyse improvement suggestions
  • Schedule and drive Knowledge Base maintenance
  • Documenting of existing and new processes, in compliance with ISO standards, covering knowledge management related procedures, approval processes, solution quality guidelines and system usage instructions
  • Continuously feedback performance & gap analysis to Leadership to allow setting relevant goals to steer Knowledge Management maturity where needed

  • Bachelor degree or equivalent
  • 3 years Technical Support experience
  • Fluent in Dutch and English
  • WE VALUE :

  • Experience with Knowledge Management best practices
  • Coaching experience
  • Knowledge of Resideo products to correctly assess solution quality and accuracy
  • MS Excel, MS Visio, MS SharePoint, MS Powerpoint, Salesforce Service Cloud skills
  • Knowledge of Industry related Knowledge Management, Knowledge Base and Knowledge Centred Service methodology, technology and application
  • Proactive thinker and team player
  • Structured and process minded, strong coaching and communication skills
  • Passionate for customer service and quality
  • Able to multi-task, prioritize and work independently as well as in a team environment
  • Ability to present information clearly and concisely, in verbal and written forms and to communicate comfortably with diverse audiences at all levels of the organization and multiple cultures
  • Key behaviours : Choice, Efficiency and Responsibility
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