Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.
What you’ll be doing...
Named one of Fast Company’s most innovative companies and Adweek’s Challenger Brand of the Year, Visible is a three-year old company that is centered on reimagining what wireless should be: simple, accessible and inclusive. Visible is the first digital-only wireless carrier in the US, which means we provide exquisite service and focus on making everything about wireless easy, passing the savings from no stores, no call centers and no paper bills to our members. We have built our member experience around communities and challenging the traditional family plan model in the industry - and we’re having a lot of fun doing it.
Visible is headquartered in Denver, CO, and we’re the company and the team is growing rapidly. We are a team of passionate people building the future of mobile phone service from ground up. No single day will feel the same, and change is the only constant. If you love all of that, plus the challenge of delivering the best experience to our customers in the simplest ways (and knowing that simple requires a lot of work behind-the-scenes), check us out at https://visible.com. We are Visible.
In this remote role, you'll work from home with occasional in-person trainings and meetings. We are hiring in the following locations: Denver CO, Dallas TX, Alpharetta GA, Basking Ridge NJ, and New York City.
Visible is a division of Verizon and powered by Verizon’s award-winning networks, but operates uniquely inside the larger entity. A “startup with suspenders” - taking all the best elements of startup scrappiness with a mind toward disruption, innovation, and culture, and leveraging the assets and benefits of the larger corporation’s backing. We like to think of it as the best of both worlds. Much like we are remaking wireless in blending the lines between prepaid and postpaid, and between the value and premium markets.
The Care Knowledge Consultant at Visible is a cool position that gets to do all this:
Report to and work directly with the Associate Director of Care to support Visible’s customer care experience and customer self-service initiatives.
Own and maintain the publication lifecycle of our agent knowledge base.
Own and maintain the publication lifecycle of our customer Help Center.
Organize knowledge base(s) using categorization and SEO best practices to facilitate the access of information efficiently and intuitively.
Work cross functionally to develop communication and troubleshooting documentation to support an ever-evolving suite of customer care tools and new feature releases.
Partner with product developers, program managers, and engineers to predict impacts to customers and care agents and proactively build content to manage change.
Redesign and continually iterate the content to address customer care agent and member needs in order to promote self-service and reduce the need for human intervention.
Manage the flow of information to customer care sites to ensure effective rollouts and adoption of new processes, procedures, and products.
Evaluate and improve the access, understanding, and application of information in the knowledge base and apply learnings to improve communications and knowledge platforms.
Consult the enterprise as a subject matter expert on knowledge management governance and best practices.
What we’re looking for...
You’ll need to have:
Bachelor’s degree or four or more years of work experience.
Six or more years of relevant work experience.
Three or more years of experience in Knowledge Management, Care, Communications or Learning and Development.
Certification or relevant experience in knowledge management.
Experience writing technical, descriptive, and expository articles.
Experience applying principles of knowledge and change management to develop internal systems and processes.
Experience building and using information systems to maintain a healthy information lifecycle.
Experience and knowledge of Salesforce, Confluence and/or Asana (or comparable customer service/content management systems).
Even better if you have:
Strong interpersonal and communication skills and the ability to be effective in a fast-paced environment.
Strong strategic thinking skills and communication skills.
Exceptional written and oral communication skills.
Big picture thinking - you can understand how varying projects, initiatives, and deliverables fit holistically into a vast business.
Ability to maintain strict confidentiality.
Ability to work independently with minimal direction and cross-functionally as part of a larger team.
Ability to use analytics to derive actionable insights and unlock additional business value.
Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401 (k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives,we’ve got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.
If you are hired into a Colorado work location, the compensation range for this position is between $70,000 and $130,000 based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.
Equal Employment Opportunity
We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.