Approximate Hourly Range: $24.38-$29.87 per hour

Must be located in EST zone.

Position Overview

The Knowledge Center provides responsive and up-to-date, bite-sized guidance for event-related software and hardware solutions. Presented as articles, these are available to the entire workforce of Encore, with relevant information also distributed outside of the business to Encore’s clients and customers. The Knowledge Center Content Specialist is a vital contributor, involved in the creation and maintenance of the articles, and other content, either in part or in their entirety. The Knowledge Center Content Specialist will interact with product owners and SMEs across the business to collect relevant information and repurpose, as required, to produce concise knowledge base articles and quick references to aid responsive learning and deflect support tickets. The Knowledge Center Content Specialist will report to the Manage, Knowledge Center.

Key Job Responsibilities

Technical Authoring

• Produce necessary information accurately and concisely to aid guidance to people from a variety of sectors and backgrounds.
• Create articles to the highest level of quality and accessibility.
• Ensure knowledge base articles are presented intuitively within a structured framework.
• Optimize articles for use by AI for effective ticket deflection.

Content Maintenance

• Maintain relationships with product owners and SMEs to ensure any changes are identified.
• Research existing subjects and their articles to proactively discover changes and required updates.
• Ensure department intranet site is kept up to date and produce news articles.

Subject Matter Research

• Meet with product owners and SMEs as required to thoroughly investigate products, understanding and helping to set out scope of support required.
• Understand the product in question to a detailed level to explain succinctly how to use and troubleshoot that product.
• Help and drive initial onboarding of new products.

Help Center Software Assistant

• Help in the continued development and growth of the help desk platform (Zendesk), specifically its associated knowledge base.
• Help produce and/or manage initial training materials for Support Center agents.
• Help produce and/or manage appropriate KBAs for continued support and ticket deflection.
• Ensure the effective utilization of software by the Support Center team and all other users.

Job Qualifications

• BA/BS degree preferred. Equivalent experience will be considered for internal candidates
• 3+ years of experience in a learning and development environment
• In depth knowledge of Encore solutions and the ability to quickly learn new solutions
• Understanding help desk operations and software, preferably Zendesk
• Highly motivated individual with passion for customer service, follow-through, and learning
• Demonstrated excellent oral and written communication skills, including creation of concise content at volume for the consumption of a broad audience
• Ability to work independently and exceed deadlines
• Excellent computer skills including all applications of Microsoft Office
• Experience with Adobe Creative Cloud software, especially Adobe Photoshop and Adobe Premiere, desirable
• Experience with screen capture software such as Telestream Screenflow or TechSmith Camtasia desirable
• Experience of SharePoint beneficial

Competencies

Deliver World Class Service

• Hospitality
• Ownership

Do The Right Thing

• Instills Trust
• Safety Conscious

Drive Results

• Action Oriented

See The Big Picture

• Tech Savvy

Value People

• Communicates Effectively

For more information on our Competency Group, refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & pasting this URL Link (https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx).

Work Environment

Remote/Home Office

Work is performed primarily in a home office environment. Working times may include irregular hours and on-call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore based in an office environment and when traveling, on an individual venue or a representation of venues in that city or area.

The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.