HBO Knowledge Management Specialist, Time Warner – NY
As a member of the HBO Customer Support Team, Knowledge Management Specialist will be in charge of the curation and management of help-related content for HBO Go customers. This includes, device-related issues and support, account and billing management issues and support and video streaming product & service related issues and support. You will be part of a fast-growing team and help build the foundation for a high-quality support experience. This is full time position.
PRIMARY RESPONSIBILITIES:
PRIMARY RESPONSIBILITIES:
- Authoring high-quality customer-facing articles/content, written for general, non-technical HBO Go consumer audience.
- Ability to create content that favors clarity and brevity above breadth- Be straightforward, the priority is to resolve issues and answer questions.
- Provide step-by-step instructions for assisting customers in, for example:
- activating their Applet TV device
- how to troubleshoot a network connection issue
- how to reset your password
- Help establish article workflows and categorization architecture:
- Define the categorization of articles – ie articles belong in either “How-To” or “Troubleshooting” categories.
- Within each category create “topics” and establish how articles are “relevant to” at least one of the HBO Go products/platforms.
- Work with CS team on identifying best practices for maintaining content, improving content quality and providing content consistently across multiple service channels.
- Work with client and service teams on creating articles as the team develops and identifies user process flows, features & functions and other- support impacting product decisions.
