Knowledge Base Administrator Job in Galway, Galway Ireland
Reporting to the Knowledge Base Manager, the Knowledge Base Administrators will be responsible for the development and ongoing revision of Knowledge Base Articles and Work Flows for both the internal and external-facing Knowledge Base portals.
Liaising with the Internal Operations Team and our Outsourced Partners as well as with the Quality and Training Teams the Knowledge Base Administrators will play an integral part in ensuring consistency in the support provided to our Gaming Community.
Company Overview:
BioWare, a division of Fortune 500 company Electronic Arts (ERTS), specializes in delivering the best story-driven games in the world. With a history of excellence, BioWare has created some of the world's best-selling titles including the award-winning Baldur's Gate, the Neverwinter Nights series, and Star Wars: Knights of the Old Republic. Original BioWare-created IPs include: Jade Empire, DragonAge : Origins, the critically acclaimed Mass Effect, Mass Effect 2, and Sonic Chronicles: The Dark Brotherhood for the Nintendo DS. BioWare is currently developing Star Wars: The Old Republic, a massively multiplayer online role-playing game being developed at BioWare’s studios in Austin, Texas. Recently announced, BioWare’s customer support for the upcoming game will be centralized in Galway, Ireland.
Duties Responsibilities:
• Ongoing review and revision of existing Knowledgebase articles and work flows.
• Research and analyze gamer behaviour to establish content strategies to improve the gamers experience.
• Working with Quality Assurance to report game-breaking and ticket-driving bugs.
• Ensure knowledge base search optimisation for internal and external search engines.
• Ensure strong flow of information between the knowledgebase group and internal support teams and our Outsourced Partner teams.
• Present analysis and reporting to the Knowledgebase Manager.
• Perform other duties as required.
Skills Qualifications:
• Strong background in Customer Services with experience in knowledge base article writing a distinct advantage.
• Experience in the Game Industry and specific MMO support experience an advantage.
• Experience in support centre knowledge base Operations.
• Appreciation of common work design methodologies and performance improvement processes for both internal and external knowledge base practices.
• Fluency in written and verbal English is essential.
Personal Specifications:
• Impeccable attention to detail.
• Exceptional writing skills.
• Ability to work as a member of a cross-functional team.
• Strong prioritisation skills.
• Eligible to work in Ireland.
• The Role will include some domestic and international travel.
To Apply please follow the link
https://jobs.ea.com/search/view.do?id=a0z500000013cts