Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We're building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, and insight and strive to ensure we're always acting authentically.
Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We're taking that foundation of success and bringing it to the digital space - ready to join us?
What's the position?
A critical role within the Customer Operations team, the Junior Content Analyst will be a core member of the Learning & Development team, and have the opportunity to build on and maintain of the internal customer knowledge base. Helping to build frictionless self-help experience for our players, and provide user-friendly support content for our Customer Operations teams.
Create and maintain customer-facing self-knowledge bases (FAQs) for our players, ensuring both engaging and easy to use.
Create and maintain backend knowledge base for members of the Customer Operations teams
Work closely with internal SMEs to build, review and test knowledge base content, ensuring is current and accurate
Use insights on volume and complexity of customer contacts to revisit and optimise customer knowledge base's (external/internal)
Write user support to simplify complex procedures creating straightforward processes for customers/staff to follow, that are in line with company style/tone of voice
Keep all resources current, and in line with company style/tone of voice
Provide support and insight to the training team to ensure training materials remain current and accurate
Support with product updates/launches, update knowledge base and provide insights to the training team
Develop relationships with teams across the organization to enable proactive management of knowledge base
Act as an ambassador of our Values, ensuring this is reflected in our content
What are we looking for?
Key Skills & Experience
Experience in knowledge base management preferred
Experience in creating customer self-service content i.e. (FAQs / How to guides) preferred
Experience in documenting internal procedures and policies for customer-facing and internal teams preferred
Demonstrable high levels of attention to detail
Strong writing and proof-reading skills
Ability to build strong professional relationships
Good understanding of standard Customer KPI's and how content can impact them.
Desirable Skills & Experience
Experience in online gaming
Interest in learning and development practices
What's in it for you?
We offer our employees more than just competitive compensation. Our team benefits include:
Competitive pay and benefits
Flexible vacation allowance
Startup culture backed by a secure, global brand
Roster of Uniques
We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunities employer)