knowledge base AdministratorFive9 Philippines, Inc.

The main objective of this position is to evaluate existing processes and develop best practices using the Knowledge-Centered Support model. Responsibilities: Maintain system efficiency, ensuring that internal and external customers have access to updated and accurate Five9 knowledgebase Design, plan, organize, or direct orientation for processes related to Five9 knowledge base for internal and external customers Assist in developing alternative process methods if expected improvements are not seen Assist in keeping up with developments in the area of expertise by reading current journals, books, or magazine articles Assist in monitoring, evaluating, or recording process activities or process effectiveness Assist in ensuring the design of the system allows all components to work properly together Assist in offering specific process programs to help workers maintain or improve job skills Maintain a healthy knowledge base using KCS methodology Promote knowledge sharing Encourage the customer to customer collaboration through Communities Develop and deliver training for both online and classroom learning Ensure KB and Moderator processes are current and relevant Management of Workflow creation and solutions Manages Learning System Manage Communities Admin Users, Profiles, Roles, Permissions Sets, Sharing Rules Review and respond to Communities user-generated content in a quick and timely manner Regularly provides feedback, insights & escalates Communities-related issues Managing Communities gamification and recognition initiatives Work to build relationships with internal teams to assist with Communities discussions Monitor user behavior and Communities activity to promote user adoption and interactions And other duties/tasks as assigned by management Qualifications: Excellent technical skills Excellent communication and writing skills Knowledge of process related standards Experience in process simulations Working knowledge of process software packages Proficient in MS Office Applications (i.e. Visio, LucidChart, Dia, Diagramly, etc ..) Analytical thinker with interpersonal skills Experience in a call center environment Creative thinker with the ability to develop engaging and interactive training materials Ability to adapt to changing priorities, meet deadlines and work well under pressure Has experience in Salesforce Administration Willing to work on rotating schedule based on business needs.
Monster

Metro Manila
Permanent
Full-time