Basic Information

Ref Number


Last day to apply


Primary Location

Infinity Tower



Description and Requirements

Knowledge Specialists are a group of professionals who ensure that players get consistent and high-quality support from all Player Support Representatives.

The purpose of the Knowledge Specialist role is to ensure that all the information required by agents is:

  • Recorded in the relevant locations
  • Consistent across markets
  • Easily accessible and simple to read and understand
  • All FAQs are well organized and up-to-date
  • All the information that we share publicly through our Self Help Portal is accurate and up-to-date


  • Updating the Knowledge Base, FAQs, and Self Help Portal
  • Collecting detailed information for procedural changes
  • Creating and implementing new materials and updating existing materials
  • Offer advice on procedures to all levels in the project
  • Ensure efficient communication and implementation of new/changed procedures
  • Collaborate with the training team to ensure relevant information is available for training programs
  • Evaluate any feedback received for the Knowledge Base and suggest appropriate changes
  • Perform analysis of the Knowledge Base and suggest appropriate changes
  • Collaborate and offer support to ongoing improvement initiatives/projects
  • Collaborate with other Support Team members, to improve existing work processes and support procedures
  • Communicate with other Knowledge Management Specialists, as well as client representatives on topics related to Knowledge Management, ongoing projects, and initiatives


  • Understanding of how Player Support and Gaming communities work and live
  • Excellent English skills, especially written English (level C1)
  • Experience with G Suite/ G Sheets/ Excel will be considered an advantage
  • Strong communication skills - both oral and written
  • Strong organization skills (Awareness, Proactivity, and Resourcefulness)
  • Analytical, problem-solving, and decision-making skills
  • Ability to focus under pressure and work under deadlines
  • Ability to work as part of a big and diverse team
  • Capacity to quickly master a wide variety of tools and processes
  • Six sigma experience or certification will be considered as an advantage

We Offer:

  • Fully paid training
  • Stable job and career development opportunities
  • Attractive salary
  • Additional health insurance
  • 50+ benefits and services to choose from
  • Positive international working environment
  • Support and learning
  • Employee referral bonuses

We care about the well–being of our employees, invest in their future growth, encourage fun and team-building initiatives!

Does it sound like the perfect job for you? APPLY NOW!

*Only shortlisted candidates will be contacted.

About us: TELUS International Bulgaria is a publicly traded company (NYSE & TSX: TIXT) and is the largest employer in the CX (Customer Experience) industry in the country with over 4,200 team members. The company provides a broad portfolio of services - designing, building and delivering next-generation digital services, AI solutions, customer experience and much more. The company's primary focus is strict adherence to all our clients' procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.


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