Job Description

:Key Responsibilities:Call Centre Integration

• Integrate Knowledge Management System (KMS) into the call centre operations and ensure licence usage are optimised.
• Manage the Knowledge Centred Service (KCS) content curation & publication process.
• Grow and support call centre champion communities to co-author Knowledge base content.
• Pro-actively find solutions from Customer Support and Technical Support centres, which can be made available online for customers.
• Ensure web content is researched to determine solutions accurately solve customer issues.

Create Online Support Content

• Create self-help solutions to ensure customer issues are solved at the first point of contact online.
• Ensure that technical information is easily comprehended by a non-technical audience.
• Ensure support content is written, validated & delivered to meet product launch deadlines.
• Maintain Global Publishing quality standards to enable maximum utilisation.
• Ensure Knowledge Base content is kept up to date after product launch based on user requirements, systems environment changes, and feedback from users and colleagues.
• Generate reports for content performance monitoring.
• Promote Self Help to internal and external customers.

Production of Localised Customer Training Content

• Contribute to the development of online customer education resources.
• Produce training content to support learning for a multicultural, multilingual audience.
• Contribute to continuous improvement, by identifying customer education and support materials for the Online Support Website\'s \xe2\x80\x9cLearning\xe2\x80\x9d TAB.
• Materials to include reference guides, learning aids, sample documents, and other appropriate online learning collateral.

Qualifications & Requirements:

• A minimum of two (2) years providing customers with technical support whilst demonstrating a high customer satisfaction and resolution record.
• Previous experience in customer education, instructional design, or an online content management environment is an advantage.
• Experience with the Office printing and Graphic Communications industry and associated FB products is highly desirable
• Reporting and data analytics skills (Google Analytics)

About Us:About UsFUJIFILM Business Innovation Malaysia Sdn. Bhd., a MSC status Company which is wholly owned by FUJIFILM Business Innovation Asia Pacific Pte Ltd (Singapore). Its main activity involves in providing shared services of Technical Support, Customer Support, On-line Support and Finance Services Operation to all affiliated Company under the umbrella of FUJIFILM Business Innovation across Asia Pacific.About the Team: At Fujifilm we create innovative products and deliver effective solutions in a wide variety of fields to server society, contribution to the quality of life, and enhance environmental sustainability.

Fujifilm