Content Specialist (CS Knowledge Base Management)

Background

HomeAway, Inc. an Expedia group company, is the world’s leading vacation rental marketplace with over 2 million unique places to stay in 190 countries. Our global platform spans across over 50 websites and 23 languages.

As a part of that family, HomeAway Asia is a rapidly expanding business unit focused on emerging markets growth, while having that same commitment to helping families and friends find a perfect vacation rental that creates unforgettable travel experiences together.

Role Purpose

HomeAway is seeking a Knowledge Base Content Specialist with a strong technical mind to join the Global Customer Service Content team. This person will thrive in a dynamic, ever evolving marketplace and provide help to millions of people every year. The Content Specialist will create and deliver innovative content solutions for both internal and external audiences in a Customer Service and Experience driven environment. The position will require great attention to detail, the ability to track project guidelines and timelines, and precise documentation skills. 

Responsibilities:

  • Create and revise content based on product updates and feedback
  • Monitor contact drivers and implement content plans to empower customers to self-serve 
  • Create and iterate content management strategies that support product development
  • Collaborate with internal Subject Matter Experts (SMEs) to develop process and content 
  • Manage content projects and tasks

Qualifications & Experience:

  • 3+ years of experience with knowledge base content management
  • Fluent in English (as part of a globally diverse team) and in one of any other Asian languages
  • Knowledge of a Call Center environment and the needs of customer service representatives
  • Knowledge of UI/UX design, branding/templates 
  • Outstanding collaboration and interpersonal skills
  • Excellent and proven organizational/project management skills
  • Proven ability to work in a fast paced, continuously evolving, environment
  • Capable of making rapid progress on multiple projects simultaneously
  • Ability to work well independently
  • Demonstrated technical competency with CRM applications, i.e. Salesforce
  • Flexibility and ability to be a team player

Some of the perks you will enjoy:

  • Relaxed dress code so you can be yourself
  • Employee insurance and benefits
  • Spectacular modern offices with views over Robertson Quay, Singapore Flyer and CBD
  • Fully stocked kitchen with free drinks, fruit, free food and good coffee
  • An active social committee who organizes quarterly team social events
  • Great people and an awesome, unique culture where we celebrate our successes and take pride in our authenticity!

To find out more, check out:

https://youtu.be/Ut6eZpy0xps”">https://youtu.be/Ut6eZpy0xps

http://www.homeaway.com”">http://www.homeaway.com

http://bit.ly/HAJob”">http://bit.ly/HAJob

#LifeatHomeAway


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