Vistaprint Limited (Nasdaq:VPRT) is the small business marketing company having served over 19 million customers worldwide. Vistaprint offers small businesses everything they need to market their business with brand identity and promotional products, marketing services and electronic marketing solutions. A global company, Vistaprint employs more than 1,600 people and operates 19 localized Websites serving over 120 countries around the world. A broad range of marketing products and services are available online at www.vistaprint.com.

Through a revolutionary business model supported by patented and proprietary technologies, Vistaprint does what no one else can. We deliver high-quality printed products in low volumes for a great price. It is our goal to astound customers by giving them the easiest way to make an impression for less. Our customers are both small businesses and consumers – essentially anyone who needs high-quality, low-volume printing or easy-to-use electronic services, at a great value. Over the years, our customers have come to trust us because of our low prices, convenient online ordering and high-quality products.

Our products range from business cards, brochures and postcards to invitations, note pads and thank you notes. Vistaprint also provides online services and solutions, such as Email Marketing, Websites and Postcard Marketing. 

Knowledge Base Specialist                                    

Job Description:

The Knowledge Base Specialist will design, project manage and maintain a global L&D Knowledge Base repository covering job aides and release notes focusing, technical, operational and sales skills to support the individual and organizational performance of Design, Sales & Service (DSS) personnel in a multi-channel call centers (email, phone, fax, web and chat). The global L&D Knowledge Base repository will be designed to support the Vistaprint DSS guiding principles and vision of world-class call centers and customer care. Candidates must exhibit a strong desire to grow within a global Learning and Instructional Design organization. This person must be able to multi-task in a fast paced environment that is results and detail-oriented. This individual must be a self-starter who devises creative and individualized solutions and executes them quickly. This position reports to the Global DSS L&D Director.

Responsibilities:

Interact with cross-functional stakeholders to create, project manage and maintain knowledge of systems, products and procedures.

• Design, document and implement sales, technical and operational job aides as well as product and services release notes across the global call centers.
• Institute and maintain a revision control tracking and report process
• Devise methods to assess internal and external customer satisfaction through formal and informal means in order to improve results
• Ensure all information posted on the L&D Knowledge Management repository meets the language "translation"" requirements for each of the global call centers
• Work with Instructional Design team to develop and implement eLearning "PUSH" training across the global call centers.
• Collaborate with internal stakeholders to explore new processes and tools/systems improve knowledge sharing
• Provides reporting results focusing on KB Usage and Customer Satisfaction scores
• Prepare dashboard reports focusing in utilization and effectiveness of repository materials
• Participate in cross-functional communications and meetings to support the DSS organization
• Demonstrate a positive attitude, lead and facilitate change and model professionalism in all contacts with internal and external customers
• Ensures KB's are scripted in accordance to the email management process
• Adhere to, support and administer both company and DSS policies and procedures as defined
• Assist in courseware design as required.

 Qualifications:

• Bachelor's of Science or bachelor's degree required or equivalent work experience
• 1 to 3 years of demonstrated competency in call center knowledge base management focusing on services, sales, operations and training.
• Demonstrated experience in project management. PMP certification a plus.
• Demonstrated experience of Knowledge and Content Base Systems, industry trends and technologies.
• Extensive knowledge of MS Word, Excel, PowerPoint, Outlook, Visio and WebEx
• Entry levels experience as an Instructional Design a plus.
• Entry level knowledge of Captivate and Lectora, a plus
• Must be able to juggle multiple changing priorities efficiently and effectively
• Must have the ability to solve problems independently
• Advanced computer skills with aptitude for learning and using multiple systems
• Proven ability to write clearly and concisely sales, technical and operational job aides as well as product and services release notes across the global call centers. Examples of work required
• Communicates to internal and external customers, partners, vendors and associates in a clear and concise manner and models professional behavior at all times
• Able to commit to a flexible work schedule, if ever required, that may include evenings, weekends and holidays
• International travel as necessary 10% or less.

Equal Employment Opportunity Employer:

Vistaprint is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, national origin, gender, age, religion, sexual orientation, veteran status or marital status. Agencies: Vistaprint does not accept unsolicited candidate referrals or resumes from third party vendors, including recruitment agencies. Only resumes received from contracted agencies/vendors will be considered. Vistaprint will not be responsible or liable for any fees or costs associated with such unsolicited submissions.

If interested, please apply online at http://track.tmpservice.com/ApplyClick.aspx?id=837229-1789-4072