iRobot Corporation

  • Knowledgebase Administrator

    Job Locations US-MA-Bedford
    Category Marketing/Business Development
    Requisition ID
    Job Post Information* : Posted Date
    1 week ago(5/14/2018 2:25 PM)
  • Summary

    We are seeking a CRM/Knowledgebase Administrator to administer, maintain and update the Home Business Unit Customer Care knowledgebase.

    Essential Functions/ Job Duties

    • Day to Day Administration of the iRobot Global Customer Care Knowledgebase
      • Support the current iRobot Global Customer Care Knowledge Management practices, design new knowledge distribution policies, and encourage the use of new practices.
      • Responsible for maintaining and expanding a database of pre-written content to improve customer and call center agent experience.
      • Facilitate the creation and distribution of product support videos in various video hosting platforms.
      • Creating website layout/user interfaces for frequently asked questions (FAQ content) by using standard HTML/CSS practices
      • Foster ongoing relationships with translation vendors to support the translation and localization of Knowledgebase content in over 20 languages
      • Coordination of FAQ review for translation accuracy and brand adherence
    • Day to Day Administration of CRM Automation Tools
      • Integrating data from various backend services and databases (Sitecore, mobile App, Oracle Service Cloud, etc.)
      • Identify opportunities for cost, process or efficiency improvements
      • Schedule regular reviews of the knowledge base to identify areas that need to be updated/expanded
      • Coding of troubleshooting scripts using Oracle Policy/CRM Automation
      • Review the structure of the knowledge base on a regular basis, to ensure that it reflects the needs of the business
    • Write well designed, testable, efficient code by using best software development practices.
    • Oversee the storage of digital assets from Marketing, Training, etc.
    • Assess effectiveness of knowledgebase material for ongoing refinement and process improvement
    • Participate in multiple agile teams simultaneously serving Customer Care, Engineering, and Digital Marketing.


    • BA/​BS in IT, or related field, or equivalent knowledge acquired by work experience and training.​​
    • Minimum of 2 years of hands-on CRM administration experience; Oracle RightNow preferred
    • Experience coding using HTML/CSS required
    • Experiencing with Oracle Policy Automation is a plus
    • Experience with Sitecore is a plus  

     Job Qualifications:

    • You like to build or fix or solve. You don’t want to sit and operate a computer, you want to build the better processes, integrate, try new methods, and make it faster, stronger, and more efficient
    • Experience operating in an agile environment working collaboratively across multiple disciplines in Sprints.
    • Excellent project management skills with ability to juggle multiple projects/tasks across various user groups
    • Understanding of business processes and ability to translate business requirements in system functionality
    • Embrace a process improvement mindset to continually find ways to better share knowledge with customers
    • Strong team player with service oriented attitude and customer focus
    • Ability to think outside the box and leverage technology to solve complex business problems
    • Excellent communication skills, both written & verbal; be able to clearly & concisely present information to all audiences; ability to translate complex technical concepts into plain language and vice versa.
    • Ability to prioritize & handle multiple tasks while meeting deadlines
    • Quick learner; ability to adapt to new software technologies, procedures, etc
    • Work with business representatives and business analysts to quickly understand requirements.

    About Us

    We are the leading global consumer robot company, designing and building robots that empower people to do more, both inside and outside of the home. Founded by MIT roboticists who had the vision of making practical robots a reality. To date, we have sold over 20 million robots and globally employ more than 800 of the robot industry’s best and brightest. iRobot is committed to fostering invention, discovery and technological exploration in the pursuit of practical and valuable robot products for the home. iRobot stock trades on the NASDAQ stock market under the ticker symbol IRBT.


    iRobot is headquartered in Bedford, Massachusetts, accessible by our corporate shuttle directly from Alewife Station. We also have offices in California, the United Kingdom, Japan, China & Hong Kong. Imagine the future you could help us build as a fellow iRoboteer!


    Check out #LifeAtiRobot and follow us on Instagram: @irobotcareers



    iRobot is an “Equal Opportunity Employer, Minority / Female / Veteran / Disabled 

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