Knowledge Base Coordinator
Medway, MA

Job Description

Summary

Spencer Technologies is launching a world class Helpdesk in 2018. A critical member of the Helpdesk Team is the Knowledge Base Administrator. The troubleshooting performed by Helpdesk Level 1 is dictated by the directions communicated in the Helpdesk Call Scripts. The Call Scripts reside in the Knowledge base. The Knowledge Base Administrator owns the Knowledge Base and all Call Scripts. At a high level they are responsible for maintaining the accuracy and integrity of all information presented to Level 1 Helpdesk Agents. The overarching goal of the Knowledge Base Administrator is to decrease talk time and increase number of calls resolved at the first call level (FCR). This is achieved by ensuring information is accurate, streamlined, easy to access and easy to follow.

Role and Responsibilities Primary

* Ensure that a Call Script exists for each scenario presented to a Level 1 Helpdesk Agent
* Call Script creation working with the customer and Spencer technical expertise to identify steps required to troubleshoot an issue; capture steps in Call Script format
* Call Script Template optimization own and optimize the Call Script Template
* Call Script optimization constantly look for ways to optimize and improve upon information provided to Level 1 support.
* Work closely with our customers to ensure that changes in the customer environment (new technology, upgrades etc) are correctly documented and that Call Scripts receive timely approval from the customer representative.
* Active member of the Helpdesk Onboarding Team when new customers are introduced, work with the customer to ensure that Spencer receives a Call Script for all supported hardware and software; in many instances this will involve shadowing and interviewing customers to extract information required to create the Call Script

Qualifications and Education Requirements

* Working knowledge of the Helpdesk environment Helpdesk experience preferred
* Ability to capture technical procedures such as troubleshooting steps
* Detailed oriented and well organized
* Ability to interrupt complex technical and sometimes confusing information and transform it into an accessible easy to understand format
* Must be proficient in Microsoft Word and Excel
* Experience with Visio preferred