Junior Content Analyst

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social casino company in the world. We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?

What's the position?

A critical role within the Customer Operations team, the Junior Content Analyst will be a core member of the Learning & Development team, and have the opportunity to build on and maintain of the internal customer knowledge base. Helping to build frictionless self-help experience for our players, and provide user-friendly support content for our Customer Operations teams.

• Create and maintain customer-facing self-knowledge bases (FAQs) for our players, ensuring both engaging and easy to use.
• Create and maintain backend knowledge base for members of the Customer Operations teams
• Work closely with internal SMEs to build, review and test knowledge base content, ensuring it is current and accurate
• Use insights on volume and complexity of customer contacts to revisit and optimise customer knowledge base’s (external/internal)
• Write user support to simplify complex procedures creating straightforward processes for customers/staff to follow, that are in line with company style/tone of voice
• Keep all resources current, and in line with company style/tone of voice
• Provide support and insight to the training team to ensure training materials remain current and accurate
• Support with product updates/launches, update knowledge base and provide insights to the training team
• Develop relationships with teams across the organization to enable proactive management of knowledge base
• Act as an ambassador of our Values, ensuring this is reflected in our content

What are we looking for?

Key Skills & Experience

• Experience in knowledge base management.
• Experience in creating customer self-service content i.e. (FAQs / How to guides)
• Experience in documenting internal procedures and policies for customer-facing and internal teams
• Demonstrable high levels of attention to detail
• Critical thinking skills - the ability to take complex content and translate it for a general population
• Strong writing and proof-reading skills
• Ability to build strong professional relationships
• Good understanding of standard Customer KPI’s and how content can impact them.
• Ability to work weekends and holidays

Desirable Skills & Experience

• Experience in online gaming
• Interest in learning and development practices

What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits
• Flexible vacation allowance
• Startup culture backed by a secure, global brand

Roster of Uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunities employer)