Gain and maintain a deep understanding of the ins and outs of the product and CX processes. Consistently stays at the top of their professional knowledge to best position themselves as a trusted advisor to drive customer resolution.
Develop a deep understanding of the platform, features, capabilities, and updates. Stay up-to-date with changes and updates from the product team.
Attend product/CX training sessions, open mics, etc. to deepen understanding of new features and functionalities – both workflow & technical abilities/limitations.
Worknet app, Ask-Ai, CX new chats / RDP, etc.
Provide clear and concise explanations and instructions. Offer actionable feedback to help team members improve their knowledge and problem-solving abilities.
Provide constructive feedback and guidance to the CX team on their support interactions on cx questions, using all of our tools (feedback form, mosAIc, hot-topics, etc.)
Create and lead training sessions to implement new knowledge processes
Create and lead training sessions on effective communication strategies to enhance the team’s customer service skills.
Master the incident processes, streamline communication with OS and TS during incidents. Transparently communicate to CX throughout.
Build and cultivate an ongoing connection with the relevant CX squad, positioning themselves as a resource and source of expertise and support.
Get to know CX in your specialized squad through official and unofficial occasions / opportunities.
Navigate smoothly and effectively in CX-on-calls cases, major bugs and platform incidents, coordinating and handling professionally.
Work with KM, TS, or legal team to resolve sensitive cases escalated from CX.
Working with TS in a specialized squad to increase knowledge share around wrong escalations by CX.
Proactively offer the best medium of support for CX to ensure quality and timely resolution.
Jumping on a screenshare ad hoc with a CX stuck in a live session.
Finding recurring CX questions around the same topic and initiate a training improvement.
Taking formula-focused training to bridge lack of knowledge.
Identify areas without proper documentation and create the resource to cover the knowledge gap with the KM.
Run a CX survey to identify KE service gaps & build an action plan.
Proactively identify challenges and turn them to tangible opportunities to make impact. Take ownership of a gap, identify root causes, and collaborate with stakeholders toward resolution.
Identify an actionable knowledge/process gap we’re lacking and act proactively to solve it with KMs / enablement.
Owning a complex legal ticket end to end once escalated.
Hoping on a live screen share with CX to provide immediate support.
Help solve an issue with a strategic account with a churn risk, as Devs/PMs are not responsive.
In addition to core Knowledge Expert (KE) responsibilities, advanced skill level for Senior KE.
Increase technical understanding of our product & its limitations, holistically or specialized in one domain.
Old vs new billing infra / autopilot API limitations, etc.
Collaborate with KM, and enablement to bridge a service gap that has to do with our squads.
Learning data analysis practices collaborating with a KM and create an adjusted relevant training session for all KEs. Implementing best practices to increase day to day efficiency.
Familiarize with our competitors best practices, services, SLAs and escalation processes and bring back suggestions & insights to improve our offering.
Coordinate a cross-department project and get OS, Ops, enablement and TS to adhere to the project deadlines.
Set a monthly Lesson Learned for the KEs & share best practices.
Initiating a collaboration between KE and TLs to boost Top-Askers performance and increase CX efficiency and independence.
Demonstrate strategic thinking to identify key areas of opportunity to improve on, balancing a detail oriented mindset with a deep understanding of a high level picture.
Run a root-cause analysis for “Top Askers” and collaborate with enablement to build a data-driven action plan.
Implementation of an efficiency tool like Worknet, revolutionize the KE way of working off CXQ.
Participating in a new channel of communication to our customers (chat, phone calls) from POC up until full implementation, representing the team and providing unique service insights to the task force.
Help KEs to strategize and solve complex, sensitive issues for a strategic account, collaborating with TS, CS & Sales.
Leading the implementation of a new searching tool like AskAi, owning it A-Z and iterating to perfect and refine. Using data, feedback and deep-dive practices to make strategic decisions.
The IC roles are not yet available in this path. Stay tuned!
The managerial roles are not available yet in this path. Coming soon, stay tuned!