About the role
This position is responsible for aiding in the growth, development, and accuracy of the knowledge management system to ensure world-class service. The role seeks a highly self-motivated and knowledgeable product specialist who has in-depth knowledge of electronic products.
What you’ll do
Based on their strong process and product knowledge, the candidate is expected to create/manage technical guides for all products in-scope of remote troubleshooting.
Alternatively, the candidate will be required to publish articles and guides on the Knowledge Base for routine requirements on a need basis while ensuring top-quality work and reporting any inaccuracies or knowledge gaps.
Prepare troubleshooting guides for products sold on Flipkart. This involves a wide range of products including Mobiles, Electronics & Large Appliances
Managing the day-to-day activities of the team
Developing and implementing a timeline to achieve targets
Empowering team members with skills to improve their confidence, product knowledge, and communication skills
Interact with category team, brands, and other stakeholders to get information on products, specifications, offers, etc.
Prepare process guides based on process SOPs and inputs shared by other support functions
Work on process articles by interacting with the source, getting clarifications for the stakeholders & publishing it to the correct subset of recipients
Monitor usage of troubleshooting & process guides periodically, understand feedback provided by end-users, and make changes to the guides as and when required
Work on short-term or long-term projects which can contribute to improving customer experience, consultant experience or add value to our business
Manage the overall information on the knowledge base (troubleshooting, process guides, and articles) in such a way that the consultants are not overloaded with information and periodically expire unwanted information from the knowledge base
Collaborate with work force management and partner teams to manage the overall user base of the platform
Discover newer ways to make information relevant and reusable
Provide feedback and suggestions which can improve the tool
Conduct regular knowledge checks to ensure knowledge retention
Prepare reports depicting guide completion, knowledge check trends, user behaviour, and content efficacy
What you’ll need
2 – 3 years experience in technical writing & troubleshooting guide creation
In-depth knowledge of one or more product verticals such as Mobiles, Tablets, Audio, IoT, Cameras, IT Devices, Home Appliances, etc.
Excellent written and verbal communication skills
Troubleshooting logic for Electronics
Experience with MS Excel-based reporting and analytics
Ability to manage highly dynamic knowledge requirements with limited resources
Excellent problem-solving skills
Good stakeholder management skills
Basic understanding of Photoshop
Technical Writing Skills, In-depth knowledge of electronics, Creation of logic based decision-trees
Multilingual, Knowledge Base Management
Years Of Exp.
3 to 6 Years