Knowledge Base Administrator

The Knowledge Base Administrator is a dedicated specialist embedded within the CRC operation, designed to complement and strengthen customer team - not to replace or overlap. This role acts as the connective tissue between the client, CRC agents, and trainers, ensuring that the right information reaches the right people at the right time both from agents to customer and from customer to agents.

Rather than replace customer team, this position will be a bridge with the operations, supporting on admin task, communication, translations and providing feedback to customer team., * Create, organize and maintain the centralized knowledge repository complementing and strengthening customer team

• Bridge information flow between customer, CRC agents, and trainers
• Ensure complex procedures and service updates are accessible and easy to understand for agents
• Provide feedback from operations back to customer

Main Duties & Tasks

• Develop and maintain structured knowledge base articles and SOPs
• Conduct regular content audits to ensure accuracy and relevance
• Support translation and communication across markets
• Collaborate with Quality/Training to align KB with training programs
• Recommend content restructuring based on operational feedback
• Monitor KB usage running deeper analysis in case of deviationAct as admin and communitaion bridge between customer, Operations and Quality teams

Do you have experience in Zendesk?, * Experience creating and managing knowledge base content (SOPs, guidelines, articles)

• Strong written and verbal communication skills with the ability to simplify complex information
• Experience working with knowledge management tools (e.g. Zendesk, Confluence, Notion)
• Ability to organize and structure information clearly and efficiently
• Strong attention to detail and quality control mindset
• Experience collaborating with cross-functional teams
• Analytical mindset with ability to monitor content usage and identify improvement areas
• Fluent in English (C1)

MSX International is a global leader in automotive business services, operating in more than 80 countries. Our Contact Center in Barcelona brings together professionals from different backgrounds and countries, all focused on delivering excellent support and customer satisfaction for major automotive brands.