Description

Content/KB production: Products, updates, initiatives are rolled out on the platform on a daily basis. These updates impact the overall user experience and are key in delivering an ever-improving customer experience. Each time an update is rolled out, supporting content is created which aims to educate users & agent network with the objective of (a) ensuring the update is understood correctly thereby reducing the possibility of support contacts and (b) if in fact support contacts are created, our agent network is able to resolve them in an efficient and timely manner.

Support content includes:
- SOPs for customer service agents
- Saved Replies for customer service agents
- Blog Post

Essential Functions/Core Responsibilities 

• Produce high-quality KB content, meeting deadlines and following content requirements in terms of style and project specifications.
• Revise content whenever customer or clients request chan...