Customer Service Information Specialist

October 15, 2024

Copyright Clearance Center

Cluj-Napoca

OTHER

The Customer Service Information Specialist will support and contribute to our collection of knowledge base articles in Salesforce. Through reporting and analysis and as a result of product enhancements, you will identify gaps in the knowledge base and then engage with subject matter experts to write articles to address customer questions. You will also work with the training manager to create, manage, and update training materials. These training materials will take the form of videos, quizzes, and word documents. Your strong verbal communications, writing, editing and proofreading skills, as well as familiarity with Salesforce, Excel, and or Power BI will contribute to your success.
What you will be doing:

Cross reference customer questions against the Salesforce Knowledge Base and identify gaps where there are no articles to address customer questions
Partner and collaborate with colleagues and managers and utilize reporting to:
- Identify knowledge articles and training documentation that need updating or purging
- identify new articles that are needed to address new release features and functionality
Work with the Salesforce team to develop reporting to identify those articles that are read infrequently and update as needed
Partner with product management to identify new knowledge articles that will be needed to address new features being released
Collaborate with managers to create and refine agent dashboards in Salesforce
You will serve as a resource to several managers who will see you as the “go to person” for their information needs

Requirements:

Bachelor’s degree required
1 plus years of demonstrated writing experience in a customer-oriented environment
Must possess exemplary writing, editing and proofreading skills
Must possess strong interpersonal and verbal communication skills
Demonstrated experience working collaboratively with subject matter experts cross-functional teams
Inquisitive and comfortable exploring information resources including large databases
Must be proficient in the use of MS Excel and Word
Proficiency in Salesforce and Power BI preferred

A pioneer in voluntary collective licensing, CCC is a leading information solutions provider to organizations around the world. CCC works to advance copyright, accelerate knowledge, and power innovation. CCC helps organizations harness the power of data, AI, and machine learning to drive strategic decision-making, grow their businesses, and gain competitive advantage.
CCC is more than a company, it’s a community. Our smart, talented, and compassionate team members make CCC a special place to work. We invest significantly in their development and well-being to give them the resources they need to grow.
CCC is committed to a diverse, inclusive, equitable, and vibrant ecosystem that cultivates opportunity for our team and attracts talented people. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates.
If you need accommodation for any part of the employment process because of disability, please email our HR Department and let us know the nature of your request.

We regret to inform you that this job opportunity is no longer available