At Fortune Brands Innovations, we believe that our innovation and success are fueled by the passion of our people and the strength of our teams. Together, wework to fulfill dreams of home by aligning around common goals, being agile in the face of change, holding ourselves accountable, and acting with integrity and transparency. We succeed when everyone belongs and strive to build a Home for All where all associates can be their true, authentic selves at work.

BASIC JOB FUNCTIONS / RESPONSIBILITIES:

• Curate and maintain knowledge base library content, in partnership with product and process subject matter experts, to understand new products or changes to existing products.
• Partner with the training team to ensure training material is accurate.
• Consistently monitor knowledgebase usage and interaction through the use of metrics and dashboards. Use data derived from analysis of customer and internal knowledgebase interactions to inform and prioritize improvements to the knowledgebase.
• Provide internal customers with the content and tools to optimize agent efficiency including reducing inbound contacts and improving the closure rate, as well as provide external customers with information needed to facilitate self service.
• Compile analytics and other customer feedback to identify opportunities for improvement and make actionable recommendations.
• Conduct thorough research by studying drawings, specifications, and mockups.
• Develop & maintain installation, configuration, how-to-documentation, and online help for consumers and employees.
• Work closely with subject matter experts to understand complex technical concepts.
• Track, analyze and report on critical KPI's on a regular cadence by using data visualization to assist decision-makers in effectively interpreting data to arrive at insights.
• Manage daily operations of knowledgebase related activities, including content creation and review, workflows, user account maintenance, non-English content maintenance, and organization of content.
• Serve as a primary liaison in communications with internal departments regarding project deliverables, product launch activities, knowledgebase application maintenance, and other operational knowledgebase activities.
• Perform other work as required or requested.

QUALIFICATIONS:

• Minimum of 2 years of contact center, training or knowledge management work experience is required.
• Bachelor's degree is required. In lieu of a degree, must possess an additional 4 years of related experience.
• Experience supporting a process driven culture is preferred.
• Experience researching content for educational, process, or technical documentation is preferred.
• Advanced computer skills in Excel, PowerPoint, and Word. Experience with Knowledge Based systems and Video editing tools are also appreciated.
• Excellent verbal, written, and interpersonal communication skills.
• Must be self-motivated and have the ability to work independently.
• Strong influence, time management, and project management skills.
• Occasional travel is required.

Hiring Pay Range: $40,000 - $66,000

*Actual pay will vary based on qualifications and other factors

Company Description:

At Fortune Brands Innovations, we believe that our innovation and success are fueled by the passion of our people and the strength of our teams. Together, we work to fulfill dreams of home by aligning around common goals, being agile in the face of change, holding ourselves accountable, and acting with integrity and transparency. We succeed when everyone belongs and strive to build a Home for All where all associates can be their true, authentic selves at work. Learn more about our culture to learn more

Equal Employment Opportunity

FBIN is an equal opportunity employer. FBIN evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.

Reasonable Accommodations

FBIN is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at and let us know the nature of your request along with your contact information.