Job Description
Who We Are:The Customer Care team at Logitech supports the evolving engagement model with customers as we transform to a multi-category, multi-brand company.\u00A0 We put customers first.\u00A0 With the customer\u2019s experience in mind, we strive to exceed expectations and accelerate continuous improvement leveraging a LEAN approach.\u00A0 We are looking for someone with the passion and energy to be the advocate for our customers and drive change to ensure we exceed our customers\u2019 needs and expectations.The Role:The \u201CCX Knowledge Enablement Specialist, New Content Integration\u201D is responsible for ensuring all self-help content going into the CX B2C Knowledge Base meet defined standards for content quality. This role requires a strong ability to see and switch between the perspectives of a Domain Specialist and a Customer. The ideal candidate will also work on implementing KCS methodology, while coaching and working with a team of non-direct reports.Your Contribution:Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors you\u2019ll need for success at Logitech. In this role you will:Be a Gatekeeper for all content published on the CX Knowledge BaseBe responsible to establish and maintain an Article Quality Index and other standards for CX contentEnsure new content (FAQs, Setup Guides, Specs sheet etc) for NPIs and other self-help requirements meet the above standardsAssist in coaching and empowering external Knowledge teamsEstablish channels to receive feedback from Customers, Knowledge Teams, internal & external partners, and continuously improve the Knowledge BaseDevelop, create and manage FAQs\u00A0Report and communicate progress to all stakeholders periodicallyEscalate system level issues to the appropriate systems/IT support/vendor teamAssist and participate actively in ad-hoc projects\u00A0Key Qualifications:For consideration, you must bring the following minimum skills and behaviors to our team:Preferably 2 years of experience in Content/Knowledge Management, or a strong Writing Portfolio\u00A0Understanding of KCS methodology. Certification or experience is a plus.Ability to write a technical article as a Specialist, for a laymanFluent in English (written and spoken)Experience working with Zendesk Guide / SharePoint / WordPress or any other CMS is a plusExperience in building and auditing processesTechnically savvy, and ability to quickly learn new technologyStrong team player and leader who operates with high levels of integrity, trust and respect for the individuals.\u00A0\u00A0\u00A0In addition, preferable skills and behaviors include:Call center operations experience & knowledge\u00A0\u00A0Project Management certification or experienceTechnical Writing certification or experienceCreative approach to enhance customer experiencesHigh energy & enthusiasm with the desire to have fun and laugh while getting the job done.Education:A TOEFL or IELTS score is a good to have\u00A0Logitech is the sweet spot for people who are passionate about products, making a mark, and having fun doing it. As a company, we\u2019re small and flexible enough for every person to take initiative and make things happen. But we\u2019re big enough in our portfolio, and reach, for those actions to have a global impact. That\u2019s a pretty sweet spot to be in and we\u2019re always striving to keep it that way.\u00A0\u201CAll qualified applicants will receive consideration for employment without regard to race, Age, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.\u201DSkills: KCS, Knowledge Management, Technical Writing, Project Management, Zendesk#LI-AL1#LI-Remote
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