Content Admin

Job Description

We have a position for a Content Admin with one of our clients in Atlanta, GA for an initial contract duration of 6 months. No third party candidates considered for this position.

Provides national support for enterprise-wide customer contact personnel and external customers with up-to-date information on all products, services, processes, tariffs, rates, features and troubleshooting techniques.  Authors, collects and disseminates information using various communications and knowledge management tools to ensure customer information on Client and KEY agent knowledgebase is accurate and up-to-date and that customer contact personnel are able to articulate the correct information, processes and procedures to external customers.

Primary Responsibilities and Essential Functions:

• Author, Update and Disseminate Information
• Creates region-specific and enterprise support content and announcements for customer contact representatives (primarily through KEY) and customers (primarily through Client), using approved authoring tools, standards and processes.
• Manages content throughout its lifecycle including gathering, creating, auditing/reviewing, updating and retiring information needed for frontline representatives to effectively support and serve customers.  Information includes but is not limited to products, features, services, troubleshooting techniques, tariffs, rates, sales campaigns and promotions and competitive issues in the marketplace.
• Collaborates with peers, boundary partners and functional experts to create, update and disseminate standardized job aids, methods and procedures, standards and other information in support of product launches and other programs and initiatives affecting customers and frontline support.
• Collaborates with peers and other teams to ensure appropriate alignment of content across communications channels and functions.
• Proactively monitors agent feedback tools and solicits feedback from customer contact personnel to enhance the usability and accuracy of information and communications.  Researches alternatives and proposes improvement recommendations to leadership for enhancements to communications and knowledge center tools.
• Reviews current support communications processes and recommends suggestions on process improvements. Leads teams to develop, design and drive proof of concept on recommended solutions.
• Conducts analytics on assigned product type to measure content effectiveness for Pod(s).  This includes using OIBEE, KEY Reporting, disposition data and any other tool that provides analysis of KB content.
• Functions as an enterprise contact for designated regional and functional teams outside of Care – including Public Affairs, Marketing, Product and Technology/Engineering teams – to coordinate, prioritize and support timely communications to all affected frontline Care teams and content development for knowledge management tools (e.g., KEY, Knowledge Boost, other regional tools, etc.).