Knowledge Base Specialist
6 days ago
Knowledge Base Specialist
**Who we are.**
Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end-to-end trading experience available, servicing traders of all levels from beginners to institutional-level clients.
**Let's talk about the cool stuff you do at Axi**
The Knowledge Base Specialist is responsible for ensuring the company's Knowledge Base is up-to-date, comprehensive, and engaging. This role focuses on maintaining and optimizing the self-service experience for customers by curating high-quality articles, performing localization tasks, and promoting self-service options. The specialist will work closely with cross-functional teams to ensure that the Help Center is aligned with current product updates, customer needs, and company goals.
**Your EDGE assignment/You will**:
Help Center:
- Content Creation & Maintenance: Develop, write, and update clear, accurate Help Center articles to address customer needs and product updates.
- Localization: Localize content for different languages and regions, ensuring cultural and legal relevance across jurisdictions.
- Promote Self-Service: Enhance the Help Center's ability to resolve customer issues independently, reducing the need for direct support interactions.
- Zendesk Guide Optimization: Stay up-to-date with Zendesk Guide features and leverage them to improve the Help Center's functionality and performance.
- Collaboration with Teams: Work with Customer Support, Product, and other departments to keep content current and relevant.
- Content Governance: Ensure all Help Center articles align with company guidelines for tone, style, and accuracy, maintaining a consistent knowledge base.
Chatbot Training:
- Develop and refine intents, entities, and dialogue flows to improve the chatbot's natural language understanding and processing.
- Train the AI on large datasets, ensuring accuracy, relevance, and appropriate responses.
- Monitor and analyze chatbot conversations to identify areas for improvement or gaps in knowledge.
**Are you the one?**
- At least 1 year of experience in research field.
- Knowledge in Zendesk will be an added advantage.
- Strong analytical, detailed to number with good reporting skills with interpretation capabilities.
- Excellent written and verbal communication skills in English.
- Ability to work with cross-functional team to coordinate for desired output.
- Skilled at multi-tasking with the ability to prioritize key deliverables and work in a fluid, fast-paced environment.
- Self-motivated, positive attitude and ability to manage multiple tasks.
- Passionate towards customer satisfaction and able to work under pressure.
- Must be able to work with tight deadlines.
**Axi's bag of delights**
- Competitive and attractive compensation.
- Extensive learning opportunities, such as professional training and certifications and soft skills development.
- 21 annual leave days per year.
- Health Insurance
**Axi's interview journey**
- Talent Acquisition Interview (45 minutes).
- Take home Assessment (1 day).
- Hiring Manager Interview (45 minutes).
Job ID 4613626007
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