Self-Service Programs Specialist I
New
Based in the United StatesFull-TimeEntry
Salary21.22 - 23.08 USD per hour
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Job Details
- Required Skills
- Data AnalysisSharePointMicrosoft ExcelGenerative AI
Requirements
- High school diploma required; additional training or certification in AI, digital self-service, or chatbots strongly preferred.
- Experience working with digital self-service tools such as IVR systems, chatbots, or knowledge management platforms.
- Proficiency in Microsoft Word, Excel, Outlook, and SharePoint.
- Strong analytical skills with the ability to interpret data, user behavior, and performance metrics.
- Excellent written and verbal communication skills.
- Strong attention to detail and ability to manage multiple priorities.
- Collaborative mindset to build relationships across teams.
- Ability to maintain confidentiality and comply with organizational policies.
Responsibilities
- Review, edit, and develop knowledge base articles, generative AI content, and IVR/voicebot scripts to ensure clarity, accuracy, and usability.
- Monitor performance of self-service tools using CSAT data, escalation trends, user feedback, and engagement metrics.
- Test and validate updates across chat, call, and digital self-service systems.
- Analyze traffic patterns and usage data to identify opportunities to increase adoption and effectiveness.
- Collaborate with cross-functional stakeholders including program managers, developers, and marketing teams.
- Ensure content and workflows comply with privacy, security, and regulatory requirements.
- Support ongoing reporting and presentations on self-service performance and optimization opportunities.
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