Company Generac Power Systems
Name Customer Experience Self-Service Specialist
Req # 64183
Employment Type Full Time
Shift 1st
Job Summary: The Customer Experience Self Service Specialist is responsible for helping drive Generac's Self-Service content creation efforts for all Generac support product categories, including but not limited to Home Standby Generator, Portable Generator, Clean Energy & Connected Products. As online self-service tools are increasingly important in building and maintaining excellence in customer satisfaction, this individual will focus on delivering appropriate content across Generac's various communication platforms and helping to define future software product development needs.
This individual will also be responsible for collaborating with internal subject matter experts. This collaboration will be used to ensure helpfulness and accuracy in the creation of self-help knowledge base content as well as in responding to questions of a technical nature on social media and public facing web platforms.
Essential Duties and Responsibilities:
- Drive content availability and respond to technical questions on social media and public facing web platforms to ensure relevant support for all Generac supported product categories.
- Create original content for Help centers (Knowledgebase), websites, forums, and blogs based on the requirements of the organization.
- Maintain, review, and update existing self-service content with cross cooperation of Subject Matter Experts from various product areas.
- Evaluate situations objectively and demonstrate the ability to make decisions that are intended to have a positive impact on customer satisfaction, work volumes and the overall business.
- Monitor and track pertinent customer data and analytics to improve product development plans and aid in self-help efforts.
- Independently identify content opportunities from customer interactions
- Deliver on pertinent SLAs and metrics regularly
Minimum Qualifications:
- Associates Degree in the field of technical writing or equivalent experience
- Prior work with General Support content related writing
- 2 years related experience within a customer support, marketing, or e-commerce environment
Preferred Qualifications:
- Bachelor's degree in related field
- Prior experience with e-commerce and social media management platforms like Bazaarvoice or Sprout Social
- Experience with knowledgebase and analytics
- Experience working with version-controlled tools for creating written content
- Prior experience with Salesforce Lightning Knowledge
Knowledge, Skills and Abilities:
- Deep knowledge in understanding what engages and motivates users both technical and non-technical users
- Demonstrated problem-solving ability, including the ability to identify creative and effective solutions and the ability to ask the right questions, help frame logical solutions
- Ability to create new content, rewrite existing content, edit and proofread content, generate unique ideas for self-help web content
- Ability to follow content creation best practices and policies
- Excellent verbal and written communication
- Effective time management skills with the ability to handle shifting workloads and priorities
- Advanced computer proficiency
Physical Demands:
While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus.
"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law."