Basic Information

Ref Number

Req_00134109

Last day to apply

31-Jul-2024

Primary Location

Ortigas Center

Country

Philippines

Job Type

Support Positions

Work Style

Hybrid

Description and Requirements

Position Summary:

As a Knowledge base Writer you create, curate and maintain articles within the knowledge bases.  This includes provisioning new users and managing the overall workflow supporting the creation, editing, review, and posting of informational articles.

Additional Job Description

Key responsibilities: 

  • Create and edit knowledge base content to ensure technical clarity and accuracy

  • Perform knowledge updates, including technical or client-provided information, within specified timelines

  • Manage the knowledgebase article workflow: investigate proposed articles, create new content, copy from existing content, obtain stakeholder approvals, and publish the articles

  • Update and maintain the article matrix

  • Document processes and procedures necessary to maintain the knowledge bases

  • Perform user management tasks such as creation of users, assignment of access levels, and password reset

  • Perform improvements to the knowledge bases resulting from end user feedback and metrics analysis


Functional Competencies:

  • Ability to create technically and grammatically correct articles and content

  • Demonstrated ability to link/ integrate data from multiple data sources

  • Strong verbal and written communication skills

  • Content Management Systems (CMS)

Qualifications:

    Candidate must possess at least a Bachelor's/College Degree

    1 year of work experience in content management systems

    Must be amenable to work on hybrid setup at TELUS Ortigas on a night-shift schedule.

    Good communication skills

    EEO Statement

    At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

    Equal Opportunity Employer

    At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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