Knowledge Base Specialist Customer Support

Job Description:

About Us

At Merkle we are revolutionizing international trade by providing SMEs with a seamless intuitive platform that simplifies their journey. Our Customer Support team plays a crucial role in ensuring a smooth user experience and a key part of this is providing clear accessible and uptodate selfservice resources. To enhance our support offering we are looking for a senior Customer Support Knowledge Base Specialist to not only assist our customers but as well develop and maintain our help centre and internal documentation.

Your Role

As a Customer Support Specialist you will be the first point of contact for our users assisting them through various channels (email chat phone) and ensuring their inquiries are handled efficiently and professionally. You will also contribute to onboarding efforts by guiding new users and helping them integrate the platform into their daily operations as well as supporting customer success initiatives to maximize user satisfaction and engagement.

Additionally as an expert of the Knowledge Base you will be responsible for creating structuring and optimizing our customerfacing help center and internal knowledge resources. Your goal is to ensure users and support agents can quickly find accurate and useful information reducing friction in their journey and enhancing overall efficiency.

Key Responsibilities

Customer Support

Assist users with inquiries related to our platform products and services via chat email and phone

Take ownership of customer issues ensuring they are resolved effectively and keeping users updated throughout the process

Guide new users through onboarding helping them understand the platforms features and best practices

Proactively support customer success initiatives identifying opportunities to help users get the most value from the platform

Ensure a seamless experience by providing clear concise and solutionoriented responses

Collaborate with internal teams (Product Operations Customer Success Knowledge Base) to escalate complex cases and share valuable user insights

Contribute to process improvements helping refine onboarding customer support workflows and best practices

Participate in knowledgesharing initiatives ensuring the team stays up to date on product updates and industry best practices

Knowledge Base Management

Create update and maintain customerfacing help centre articles FAQs guides and troubleshooting steps

Ensure content is clear concise and aligned with the companys tone of voice and user needs

Work with product support and marketing teams to keep documentation updated with new features updates and best practices

Internal Documentation & Enablement

Develop and maintain an internal knowledge base to support customer support agents in handling queries efficiently

Organize information in a structured and easytonavigate way for quick reference

Collaborate with trainers and quality analysts to ensure alignment between documentation and training materials

Optimization & User Experience

Analyze usage data and feedback to continuously improve the knowledge base structure and content

Implement SEO best practices to improve searchability of selfservice content.

Identify gaps in documentation and proactively create new content to address common user questions

What Were Looking For

Strong problemsolving skills and ability to provide clear solutiondriven responses

Positive mindset and flexibility to perform different tasks necessary to develop the customer support

Excellent written and verbal communication skills in English and Spanish

Ability to work efficiently across multiple channels (chat email phone) while maintaining a high level of accuracy and professionalism

Empathy and patience with a strong focus on customer satisfaction

Proven experience in content creation knowledge management technical writing or customer support 5 years minimum)

Strong writing skills with the ability to explain complex topics in a simple and engaging way

Experience with knowledge base platforms CMS or helpdesk tools (e.g. Salesforce Confluence)

A few of the benefits

Whether its the joy of working with people at the top of their game or the Merkle social calendar people love working here and we hope you will too

• Attractive and great compensation package

• Flexible work schedule

• Spanish/English lessons

• Free life and health insurance

• Career development through Dentsu University and LinkedIn Learning

• Day off on your birthday

• Annual wellness days

• Merkle Care Employee Assistance Program

• Merkle Benefits Club

• 2 volunteering days per annum

• Flexible salary remuneration scheme

About dentsu

Taking a peoplecentered approach to business transformation we use insights to connect brand content commerce and experience underpinned by modern creativity. As part of Dentsu Group Inc. we are headquartered in Tokyo Japan and our 65000 employeebase of dedicated professionals work across four regions (Japan Americas EMEA and APAC). Dentsu combines Japanese innovation with a diverse global perspective to drive client growth and to shape society.

Diversity equity and inclusion sits at the heart of our Social Impact strategy our fully integrated sustainability strategy which includes our ambition to build a fair and more equal society where everyone is equipped to thrive.

If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process please discuss this with our recruitment teams.

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