Customer Service Specialist

3 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. The Knowledge and Insight Analyst identifies knowledge article needs and drives initiatives that enhance customer and agent experiences. This role is responsible for developing effective templates and crafting customer-facing and agent-facing knowledge articles that support a world-class support environment. The analyst will lead knowledge efforts for digital support and contact center operations, partnering with internal teams and third-party centers to ensure clarity and usability of content. Hybrid work model (mix of remote and in-office collaboration) Education & Experience Bachelor’s degree in Communications or a related field and 2+ years of experience in a contact center environment developing knowledge articles OR no degree with 5+ years of directly relevant experience Technical Skills Required Collaborate with team members to build frontline agent processes Develop, build, and refresh knowledge articles Participate in business meetings as needed Analyze customer behavior data and provide actionable recommendations Conduct tool testing (Salesforce platform) Background in customer service Experience analyzing data using Power BI dashboards and/or Google Analytics Soft Skills Required Excellent verbal and written communication skills Strong interpersonal skills Internally motivated, proactive, and eager to learn Seniority level Seniority level Associate Employment type Employment type Contract Job function Job function Business Development Industries Staffing and Recruiting Referrals increase your chances of interviewing at EPITEC by 2x Get notified about new Content Specialist jobs in Peoria, IL . Peoria, IL $140,000.00-$171,000.00 1 week ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr