Knowledge Specialist

Summary

Join Leadtech as a highly motivated and team-oriented professional dedicated to delivering excellent customer care. You will review and revise customer service procedures, actively participate in new product launches, and provide employees with necessary knowledge and tools. This role requires collaboration with various departments, understanding customer needs, and ensuring legal compliance. You will analyze data, develop solutions, and create reports. The position offers flexible work arrangements, including remote options, and a range of benefits.

Requirements

• Fluent in English and Spanish (written and spoken)
• Ability to summarize and synthesize vast amounts of information
• Capacity to translate written workflows into visual support documentation
• Strong competences to understand complex flows and unify them, commonizing similar or identical processes
• Excellent Customer Service aptitude
• High standard of quality and performance
• Proficient computer skills (Google drive, Excel, Word etc)
• Knowledge of Freshdesk/CRM and Customer Support Software
• Strong analytical skills
• Ability to analyze, report and contribute with improvements in workflows, procedures and internal documentation
• Client Orientation and Detail Orientation
• Enjoy taking on new challenges
• Excellent communication skills to improve our customer satisfaction and be a model to our teams
• A high degree of flexibility and ability to adapt to changing circumstances and expectations
• Ability to multi-task, organize and prioritize workload

Responsibilities

• Review procedures of the entire Customer Service cycle to ensure they are efficient and in compliance with our quality standards
• Write and revise operating procedures for current products: ensure requirements and workflows of each product are up to date and best practices are clear and documented
• Actively participate in the launch of new products: create from scratch support documentation, templates, priorities (queues) for CS agents, identify new workflows based on the peculiarities of the product, etc
• Provide employees with the knowledge, tools, and skills that they need to optimize their performance
• Be the main Point of Contact in terms of process knowledge for a specific set of products, including process optimization and flow consultation from other departments
• Collaborate with the project/product/training department within the company. Being a point of contact between Project/Product/Training and Customer Service Department, reporting issues and giving creative solutions
• Understand customer needs and requirements to develop effective quality control processes
• Ensure all legal standards are met
• Facilitate proactive solutions through the collection and analysis of quality data. And also define processes that allow a greater optimization in the workflows
• Participate in calibration sessions
• Prioritize workload and adhere to deadlines
• Be on the lookout for improvement opportunities and develop new efficient procedures
• Analyze and investigate the best customer service practices to improve our approach to the client
• Collaborate with Customer Service and other relevant departments in order to detect undocumented processes, review/change procedures, contradictions in our internal workflows, etc
• Independently elaborate quantitative and qualitative reports on a recurrent or ad hoc basis

Benefits

• Full-time, permanent contract
• Flexible time off, no blackout dates, plus your birthday, Christmas’ Eve and New Year’s Eve off
• Flextime (7 – 9:30 a.m. / 3:30 – 7:30 p.m)
• Free Friday afternoons (a 7-hour workday!) + 35-hour week in July and August (free afternoons here we come!)
• Enhanced career path designed just for you
• External training budget
• Budget for team-building activities
• We celebrate all company landmarks
• And when you come into the office, you’ll get free coffee and snacks, fresh fruit, and can enjoy our game room and the cool terrace overlooking the Mediterranean
• Flexibility to choose whether you'd like to come to the office every day, from time to time, or work fully remote