The Knowledge Specialist acts as the conduit for complex client inquiries. The Knowledge Specialist primarily acts as a subject matter expert and resource to front line client services associates to help them appropriately route client inquiries to the correct analyst or send the appropriate research to fulfill inquiries. This Knowledge Specialist position is to cover the Software Infrastructure area, which includes IT Security, Enterprise Systems and Database Management and Applications area, and shares responsibility for covering the Applications Development area.
Responsibilities:
Ensure client inquiries are routed to the proper analyst and/or the appropriate research is identified and sent for a pleasurable client experience
Maintaining subject matter expertise: The Knowledge Specialist must maintain a high level of knowledge in his/her area of coverage.
Act as Subject Matter Experts and conduct regular training workshops on their respective coverage area.
Qualifications:
Bachelor's Degree or equivalent required, Master's Degree desired
3 years IT knowledge/experience with demonstrable IT knowledge of area to be covered as a KS
Experience working as a team lead or working as a Knowledge Specialist
