Tuesday, September 24, 2013

Professional: Knowledge Coordinator

At CSC, we do amazing things.

We modernized the world's largest civil IT system to create one central medical file, so healthcare can be safer and smarter. We revamped Europe's top ticket destination to service millions more. We designed and installed communications systems in the world's harshest and most remote regions, so critical information can travel faster.

Want to make a difference? Find out just how far your talent and innovation can take you, with a career at CSC.

An Equal Opportunity Employer, M/F/D/V.


Essential Job Functions

  • Creates written procedures for help desk level customer support with input, support and review by subject matter experts, team leads and account managers to ensure accuracy.

  • Works in conjunction with account representatives to maintain databases which contain information regarding scripts, procedures, etc. to resolve customer issues. Assists in writing and obtaining necessary approvals for changes and deletions.

  • Participates in obtaining new work or updating current procedures; meets with appropriate parties to assist in collecting knowledge and script information in order to develop database documentation.

  • Creates training materials; trains new hires on the use of the knowledge base and participates in other training as directed by management.

  • Serves as the knowledge database administrator including managing user identifications and new account additions. Works in conjunction with the appropriate developers for changes and improvements.

  • Serves as quality representative. Participates in maintaining organization charts, process and quality database, roles and responsibilities, and help desk procedures. Trains help desk analysts on quality processes in preparations for audits.

  • Assists in planning, developing, and overseeing the quality assurance process and related training to ensure quality customer service for assigned area.

  • Maintains awareness of calls, agent availability and workforce management in order to ensure responsiveness to customers. Uses various tools to monitor call volumes and agent availability in order to build schedules and provide forecasts.


Basic Qualifications

  • Bachelor's degree or equivalent combination of education and experience

  • Bachelor's degree in related field preferred

  • Two or more years of experience in technical writing

  • Experience working with company products and customer service agreements

  • Experience working with company escalation policy

  • Experience working with HTML language for formatting documentation for database

Other Qualifications

  • Good technical writing skills for script creation

  • Good communication skills

  • Organization skills to balance and prioritize work

  • Basic problem solving

  • Interpersonal skills to work with subject matter experts and train team members

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