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Multilingual User Knowledge Operations Specialist

  • Location: Dublin, Dublin, Ireland
  • Type: Temporary
  • Job #21726

Multilingual User Knowledge Operations Specialist

Our client a leading, international internet services provider is looking to hire a Multilingual User Knowledge Operations Specialist with a minimum of 2 years of customer operations experience, fluent English + fluent in one of the following languages: German/Spanish/French/Italian, to join their expanding team in Dublin.

This role will initially be on a 12-month contract with a view to extension.

This role will be fully onsite in the office in Dublin.

Job Reference: BBBH 21726

What will a Multilingual User Knowledge Operations Specialist do?

Knowledge Base Content:

  • Responsible for reviewing and improving new knowledge/content about our products and about internal Customer Support processes, owner of Knowledge check Process, and system feedback process.
  • Responsible for reviewing and replying to our internal feedback process
  • Creating, updating & translating knowledge/content/tutorials about our products for local markets
  • Collect new and updated knowledge biweekly, summarise, and send it to the Training team for remote training/roadshow, for L1 agents to receive the new information.
  • Uploading and updating troubleshooting tree knowledge/content to the knowledge system, while making sure our approval process is being followed.
  • Support new product implementation – content improvement
  • Take responsibility for the company’s self-service platform (support website & Apps) user journey design, and user satisfaction, and take charge of the self-service platform planning, including service channels, functions, and content planning.
  • In charge of the smart robot operation, including the basic configuration and knowledge optimization. Also need to summarize the standard scenarios that could be online to the smart robot.

Track un-closure cases and follow up to close:

  • Diligently follow up with customers, especially when an issue cannot be quickly resolved, and provide updates throughout the resolution process.
  • Develop improvement actions in a timely manner; coordinate related departments to solve problems and close the issue.
  • Monitor ongoing customer interactions with the product, ensuring customer needs are being met and the services are aligned.
  • Review the data collected from VOC tools to modify it with the right classification, to keep the tool to improve classification accuracy.

You must have as a minimum:

  • Minimum 2 years of customer operations experience
  • Must have knowledge of management or user operation experience
  • Fluent English + German/Spanish/French/Italian
  • Previous experience with Content Management Systems/web content

Beneficial to have:

  • Technical marketing experience (adtech, tags, attribution tracking, HTML)
  • Data analysis (building dashboards, data visualization tools)

Benefits:

  • A very competitive salary.
  • 25 days annual leave.
  • Superb Dublin City Centre is located close to all amenities and transport.
  • Laptop, mobile, etc.
  • Plus, other usual benefits.

Still interested in this opportunity?
Submit your CV (in a Microsoft Word format) today!

OR
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Please don't hesitate to contact any of our team with any questions you may have on Email: info@allenrec.com or Phone: +353 1 6694040.

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