Knowledge Base Analyst

Knowledge Base Analyst

  • Location FORT WORTH, TX
  • Career Area Customer Service and Call Center
  • Job Function Customer Service and Call Center
  • Employment Type Full Time
  • Position Type Salary
  • Requisition 1221282BR

What you'll do at

The Knowledge Base (KB) Specialist will focus on increasing self-service and contact deflection using the knowledge base technology suite. The knowledge base system is used for the external knowledge base for our WeC customers (Walmart.com/help), as well as the agent desktop to support the efficient handling of emails, voice calls, chats, and surveys.

The KB Specialist is accountable for creating, maintaining, and optimizing content on Walmart.com Help pages and helping define the content delivery strategy. This individual will, on a daily basis, evaluate the effectiveness of the self-help knowledge base and contact deflection rates by reviewing reports and analyzing data with the focus on improving the customer experience and reducing inbound contacts. The KB Specialist will partner closely with senior stakeholders, business teams and call center agents to translate complex processes into simple, end-user-focused solutions. As owner of a content library, the KB Specialist will anticipate agent needs and services and participate in the continuous evolution of the content management program. He/she will also spend time networking with other departments to implement self-help and knowledge best practices available within the technology suite.

Responsibilities:
• Edit / Create KB and Help articles
• Manage the edit request queue.
• Plan and execute to deadlines accordingly
• Assist with creating communications to floor, ie newsletter and heads up
• Review, validate, and edit Agent Feedback items
• Work partner feedback issues
• Evaluate and measuring KB effectiveness
• Collaborate and communicate with Key stake holders to develop KB and Help articles

Supports KB team with adhoc work as needed

Minimum Qualifications

• Bachelor’s degree in Business, Human Resources, Communications, Education, or related field OR 2 years’ experience in knowledge management, technical writing, contact center, retail, or related field.
• Ability to manage time effectively and meet deadlines and requirements accordingly
• Ability to lead others through influence and accountability
• Strong attention to detail and accuracy in workflow
• Strong knowledge of customer care processes and techniques
• Strong organizational & analytical skills
• Superior writing skills
• Strong computer literacy (some HTML, embedded links, Microsoft Office)

Preferred Qualifications

• Technical Writing, Journalism, Documentation Writing, Process Development
• KCS (Knowledge Centered Support) Certified
• Knowledge Base system
• Associates degree – Computer Science
• HTML, CSS, Web Development
• Six Sigma Certification
• eCommerce Retail experience
2+ years’ experience working in customer care centers
2+ years’ experience developing and implementing call center metrics

About Walmart.com

The Walmart US eCommerce team is rapidly innovating to evolve and define the future state of shopping. As the world’s largest retailer, we are on a mission to help people save money and live better. With the help of some of the brightest minds in merchandising, marketing, supply chain, talent and more, we are reimaging the intersection of digital and physical shopping to help achieve that mission.

All the benefits you need for you and your family

  • Multiple health plan options
  • Vision & dental plans for you & dependents
  • Associate discounts in-store and online
  • Financial benefits including 401(k), stock purchase plans and more
  • Education assistance for Associate and dependents

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