Content Management Specialist

Overview

The Content Management Specialist is responsible for creating, organizing, and maintaining the internal knowledge base and external self-service content. You will act as the bridge between the technical product team and the front-line customer service agents, ensuring that complex technical specifications of client's products are translated into easy-to-follow troubleshooting step

Qualifications

• 2+ years in Content Management, Technical Writing, or Knowledge Management, preferably within a BPO or Electronics industry.
• Ability to understand technical specs of home appliances (e.g., circuit breakers, error codes, installation requirements).
• Proficiency in Knowledge Management System tools (like Zendesk Guide, Salesforce Knowledge, or SharePoint) and basic image editing tools.
• Strong analytical thinking, attention to detail, and the ability to work under pressure during major product launches.
• Excellent written and verbal communication skills in English (and local language if applicable).

Responsibilities

• Develop and update standard operating procedures (SOPs), troubleshooting flows, and "How-to" guides for a wide range of electronics and technology products.
• Simplify complex technical manuals into "layman’s terms" for customer support agents and end-users.
• Conduct regular audits of the Knowledge Management System to ensure retired products are archived and new launches are documented.
• Coordinate with the Quality Assurance (QA) and Training teams to identify "knowledge gaps" based on frequent agent errors or high call volumes.
• Create or manage visual aids, such as annotated diagrams of appliance parts or short video clips demonstrating product resets.
• Monitor agent feedback on content clarity and update articles to improve First Call Resolution (FCR).