Documentation and Process Specialist
2 weeks ago
About the Role:
FPT Software Philippines Corporation is seeking a skilled Documentation and Process Specialist to join our team. In this role, you will be responsible for creating and maintaining detailed process documents, SOPs, knowledge base articles, and training materials to ensure consistency and clarity.
Key Responsibilities:
Conduct direct observation and analysis of Level 1 Help Desk operations to document current workflows, troubleshooting steps, and best practices.
Create and maintain structured, user-friendly documentation that aligns with best practices.
Continuously update documentation to reflect system changes, process improvements, and new support scenarios.
Training and Knowledge Transfer:
In this role, you will also be responsible for training outsourced Level 1 support team members using detailed process documentation and hands-on demonstrations.
Quality Assurance and Continuous Improvement:
You will review and audit help desk tickets, call logs, and user feedback to assess compliance with documented processes, identify gaps in support workflows, and recommend enhancements for efficiency and service quality.
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