Knowledge Management Author
Jio
Navi Mumbai, Maharashtra, India2–6 yrs1h agovia LinkedIn
About the Role
Jio is hiring for the role of Knowledge Management Author.
Work Location
RCP, Navi Mumbai
Key Responsibilities
- Understand the business context, plans, overall philosophy, and guidelines of the customer service function.
- Understand how Knowledge Management and Content Management tools work.
- Work with multiple stakeholders to validate scenarios and decision trees.
- Work with Subject Matter Experts to develop/finalize appropriate Knowledge Management content.
- Create, update, upload, and archive content for a variety of support audiences:
- Creating troubleshooting scenarios to resolve customer issues.
- Articles with product, specs.
- Frequently asked questions.
- Creating Dynamic Notifications.
- Feedback reporting for product (provided on KM portals).
- Work on multiple channels or business lines simultaneously.
Requirements & Tech Stack
- Knowledge of HTML, Java, and T2R.
- Knowledge of basics of information analytics.
Qualifications
- Graduate degree.
- Communication skills.
- Interpersonal skills.
- Customer service orientation.