Saturday, May 25, 2024

Assistant Manager – Knowledge Management (Technical Writing and Support) At Flipkart

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About the role

This position is responsible for aiding in the growth, development, and accuracy of the knowledge management system to ensure world-class service. The role seeks a highly self-motivated and knowledgeable product specialist who has in-depth knowledge of electronic products.

What you’ll do

  • Based on their strong process and product knowledge, the candidate is expected to create/manage technical guides for all products in-scope of remote troubleshooting.
  • Alternatively, the candidate will be required to publish articles and guides on the Knowledge Base for routine requirements on a need basis while ensuring top-quality work and reporting any inaccuracies or knowledge gaps.
  • Prepare troubleshooting guides for products sold on Flipkart. This involves a wide range of products including Mobiles, Electronics & Large Appliances
  • Managing the day-to-day activities of the team
  • Developing and implementing a timeline to achieve targets
  • Empowering team members with skills to improve their confidence, product knowledge, and communication skills
  • Interact with category team, brands, and other stakeholders to get information on products, specifications, offers, etc.
  • Prepare process guides based on process SOPs and inputs shared by other support functions
  • Work on process articles by interacting with the source, getting clarifications for the stakeholders & publishing it to the correct subset of recipients
  • Monitor usage of troubleshooting & process guides periodically, understand feedback provided by end-users, and make changes to the guides as and when required
  • Work on short-term or long-term projects which can contribute to improving customer experience, consultant experience or add value to our business
  • Manage the overall information on the knowledge base (troubleshooting, process guides, and articles) in such a way that the consultants are not overloaded with information and periodically expire unwanted information from the knowledge base
  • Collaborate with work force management and partner teams to manage the overall user base of the platform
  • Discover newer ways to make information relevant and reusable
  • Provide feedback and suggestions which can improve the tool
  • Conduct regular knowledge checks to ensure knowledge retention
  • Prepare reports depicting guide completion, knowledge check trends, user behaviour, and content efficacy

What you’ll need

  • 2 – 3 years experience in technical writing & troubleshooting guide creation
  • In-depth knowledge of one or more product verticals such as Mobiles, Tablets, Audio, IoT, Cameras, IT Devices, Home Appliances, etc.
  • Excellent written and verbal communication skills
  • Troubleshooting logic for Electronics
  • Experience with MS Excel-based reporting and analytics
  • Ability to manage highly dynamic knowledge requirements with limited resources
  • Excellent problem-solving skills
  • Good stakeholder management skills
  • Basic understanding of Photoshop

Skills Required

Technical Writing Skills, In-depth knowledge of electronics, Creation of logic based decision-trees



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Desirable Skills

Multilingual, Knowledge Base Management

Years Of Exp.

3 to 6 Years

Location: Bengaluru

Company: Flipkart

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