Knowledge Base Administrator

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow. The primary responsibility of the Knowledge Administrator position is to champion knowledge sharing within the Customer Service organization, enabling the organization’s expertise, information and experience to be shared between all internal partners to maximize productivity and customer experience. Responsibilities Promote knowledge sharing through the organization's operational business processes and systems. Strengthening links between knowledge sharing, and improving integration in the organization, to facilitate seamless exchange of information across systems. Manage the current knowledge management practices. Design new knowledge distribution policies and encourage use of best practices. Analyzing the effectiveness of knowledge management programs by monitoring its usage and evaluate its impact in terms of the organizational benefits. Encourage all users to share knowledge effectively and efficiently. Ensure the source information utilized and the knowledge created is accurate. Analyze trends in utilization of knowledge base. Collaborate with peers to keep knowledge and training content aligned and current. Skills/Education/Experience: BA in Marketing, Corporate Communications, English – preferred Ability to write simple HTML and CSS. Two or more years of Customer Service Experience, preferably in a contact center Strong written and verbal communication skills, with the ability to explain processes, procedures, and company information to CS Agents and Customers Ability to demonstrate leadership skills Ability to multi-task while working in a fast-paced environment Available to work outside of typical work schedule when issues or outages occur Technical writing and editing skills. Creatively solve operational issues through written communication explaining process to both new and tenured employees. Good analytical skills and the ability to tackle critical situations in escalated situations. Maintain constructive work relationships with personnel from entry level to senior management. Strong critical thinking, problem solving and structured analytical skills. Excellent communication and planning skills. Ability to research information independently and confident when asking questions to get detailed answers. Ability to manage time and tasks effectively. As provided in NetSpend's Background Check policy, eligible candidates may be subject to drug, criminal history, and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.