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Available Positions

Thursday, October 30, 2014

F/T - HBO Knowledge Mgmt Specialist, Time Warner (NY)

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.

  • 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.
To apply: