Position overview
As Content Specialist, you will cultivate and maintain GCO-support articles while working collaboratively across Autodesk teams to ensure accuracy of all the elements of information in our content. In this newly designed position, you will play a critical role in enabling Autodesk to provide self-service solutioning to our customers and partners by providing quality content to inform AI-driven help.
You’ll use your passion and enthusiasm for content curation to elevate the quality of content across all topics related to GCO support. The Content Specialist will report directly to the Service Excellence Team Manager in Global Operations.
Responsibilities
- Ensure team and article readiness in GCO by writing new articles in preparation for changes in the business that impact our scope of support.
- Collaborate closely with business teams across Autodesk, to ensure Product, Process and Policy details are properly reflected in articles.
- Proactively evaluate our existing content through article analytics ensuring the validity and effectiveness of information conveyed to our Customers, Partners, and support teams.
- Support our Content Curation queue and work cases to resolution.
- Monitor and report on content performance metrics and use data insights to identify areas of improvement and optimization of GCO content.
- Maintain a working knowledge of all Client Services processes and policies to ensure our content is effective and current.
- Support other content updates, such as training materials and Lessonly lessons.
Success Criteria:
- Drives maximum Customer and Partner self-service through Autodesk Assistant by ensuring articles are effective and up to date.
- Measurable improvement in Curation Request closure rate and Total Time to Resolve.
- Able to confidently curate content that is timely, effective, and reliable.
- Maintains a working knowledge of all Client Services processes and policies to ensure our content is effective and current.
Minimum Qualifications
- Must be currently employed in Client Services or have held a role in GCO for a minimum of 1 year.
- Must have completed the Global Customer Operations Curation Specialized Certification
- Comprehensive knowledge of all Client Services workstreams.
- Demonstrated ability to write clear, concise, and effective communications in English with a keen eye for detail.
- Willing to attend global meetings with different time zone overlaps (to accommodate other GEOs) from time to time.
- Must be proficient in MS Office applications, SFDC, PowerBI.
The Ideal Candidate
- You can work independently to deliver deadline driven work and thrive in a fast-paced environment.
- You have a passion for writing, and you are at ease producing communications for broad audiences.
- You bring your ideas forward, and you consistently bring new and relevant content ideas to the table.
- Working knowledge of content governance principles and best practices.
