1.0 - 4.0 years

8 - 10 Lacs

Hyderabad

Work from Office

Summary : Responsible for processing knowledge updates and documenting new support processes in the knowledge base of record in collaboration with internal support teams and client/vendor service providers. This role is client facing in a technical services industry. Essential Functions: Review information provided by internal and client resources to create procedural documentation for consumption by end users, service desk associates, and higher-level technical resources. Ensure technical documentation is accurate, complete, properly formatted, and that it meets client requirements. Lead meetings with internal and client Subject Matter Experts (SMEs) to review their processes and document them. Answer internal and client inquiries regarding knowledge content and practices. Communicate new or modified processes to both internal and client support teams. Utilize current Knowledge Management best practices to facilitate standardization. Maintain validity of knowledge content through auditing best practices. Measure, track, and report metrics to defined benchmarks. Assist with other duties as assigned. Required Education and Experience: Bachelors degree in computer science, or related field. 1 year of experience with technical writing for user documentation or usage of technical documentation. KCS v6 Fundamentals Certification, or ability to obtain within 1st year of employment. Knowledge of customer service quality standards and techniques. Proficiency with Microsoft Office products. Preferred Education and Experience: 1+ years of experience with technical writing for user documentation. ITIL 4 Foundation Certification, or ability to obtain within 1st year of employment. Knowledge, Skills, and Abilities: Excellent verbal and written communication skills. Ability to capture complex processes and procedures into easy-to-understand written instructions. Excellent customer service, problem solving, and conflict resolution skills. Ability to collaborate with internal and client stakeholders at all levels of organizational hierarchy. Ability to work independently and manage time efficiently. Ability to develop and maintain professional working relationships with coworkers and clients. Ability to obtain information from all relevant sources and use information to identify solutions. Skilled in managing multiple issues at one time with attention to detail and exceptional follow through. Conditions of Employment: Must successfully pass pre-employment (post offer) background check and drug screen. Must pass client specific requirements as applicable.

Posted 3 days ago

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