Analyze support content (such as knowledge base articles, documents, videos, and webpages) to identify improvement opportunities
Review the end-to-end customer support journey to identify opportunities in the journey to improve the experience
Deep dive into key failure points in the self-service process and provide recommendations on people, process, and technology changes that will improve service capabilities
Identify knowledge solutions implemented within the call center and other digital channels and provide recommendations to enable these solutions via content within the self-service workstreams
Quantify customer and business impact based on the identified improvement opportunities
Perform ad-hoc business operations to support our content and knowledge management initiatives
Strong technical knowledge of Dell EMC Servers, Storage, and Networking hardware and accompanying software (Windows Server, VmWare, SupportAssist Enterprise, OpenManage) and attached peripherals and hardware (iDRAC).
Ability to identify troubleshooting steps and other technical knowledge required to develop and sustain support content
Demonstration of the ability to work complex problems where analysis requires in-depth evaluation.
Sound judgment to deliver within the guidelines defined
Demonstration of consistent performance in meeting budgets, schedules, and general performance requirements individually and as a team member.
Ability to identify potential process weaknesses and able to provide corrective guidance and improvement recommendations.
Able to drive complex problem solving strategies across functional organizations
Requires 2+ years of related experience with a Bachelor’s degree; or an advanced degree without experience; or equivalent experience
Prior experience in content development and / or knowledge management
Strong understanding of HTML & XML, SEO, Metadata, and writing for an online audience
Enterprise product and software certifications
We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities all to create a compelling and rewarding work environment.
If you share our passion for data and you’re keen to play a key role in driving progress, this is your opportunity to develop with Dell.
Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.
All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and / or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.
Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.