Knowledge Specialist - Help Center

Full time Fintech Forex

Job Description

Who We Are.

Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end-to-end trading experience available, servicing traders of all levels from beginners to institutional-level clients.

Let's talk about the cool stuff you do at Axi!

The Knowledge Base Specialist is responsible for ensuring the company's Knowledge Base is up-to-date, comprehensive, and engaging. This role focuses on maintaining and optimizing the self-service experience for customers by curating high-quality articles, performing localization tasks, and promoting self-service options. The specialist will work closely with cross-functional teams to ensure that the Help Center is aligned with current product updates, customer needs, and company goals.

Your EDGE assignment/You will:

Help Center

  • Content Creation & Maintenance: Develop, write, and update clear, accurate Help Center articles to address customer needs and product updates.
  • Localization: Localize content for different languages and regions, ensuring cultural and legal relevance across jurisdictions.
  • Promote Self-Service: Enhance the Help Center’s ability to resolve customer issues independently, reducing the need for direct support interactions.
  • Zendesk Guide Optimization: Stay up-to-date with Zendesk Guide features and leverage them to improve the Help Center’s functionality and performance.
  • Collaboration with Teams: Work with Customer Support, Product, and other departments to keep content current and relevant.
  • Content Governance: Ensure all Help Center articles align with company guidelines for tone, style, and accuracy, maintaining a consistent knowledge base.

Chatbot Training

  • Develop and refine intents, entities, and dialogue flows to improve the chatbot's natural language understanding and processing.
  • Train the AI on large datasets, ensuring accuracy, relevance, and appropriate responses.
  • Monitor and analyze chatbot conversations to identify areas for improvement or gaps in knowledge.

Are you the one?

  • At least 1 year of experience in research field.
  • Knowledge in Zendesk will be an added advantage.
  • Strong analytical, detailed to number with good reporting skills with interpretation capabilities.
  • Excellent written and verbal communication skills in English.
  • Ability to work with cross-functional team to coordinate for desired output.
  • Skilled at multi-tasking with the ability to prioritize key deliverables and work in a fluid, fast-paced environment.
  • Self-motivated, positive attitude and ability to manage multiple tasks.
  • Passionate towards customer satisfaction and able to work under pressure.
  • Must be able to work with tight deadlines.

Axi's bag of delights

  • Competitive and attractive compensation.
  • Extensive learning opportunities, such as professional training and certifications and soft skills development.
  • 21 annual leave days per year.
  • Health Insurance