Work From Home Senior Associate, Platform Support – Knowledge…

Job Description

Locations: US Remote, United States of America
Work From Home Senior Associate, Platform Support – Knowledge Management Team
We are seeking a skilled Platform Support Senior Associate to join our Knowledge Management team…
Who we are
The Knowledge Management team partners with teams across operations, product, tech and design to deliver content experiences that support our Card servicing agents who solve problems for millions of customers. We are passionate about crafting performance-enabling and human-centered content experiences that are leveraged every day by our global network of talented agents so that they can confidently deliver the best experience and support to our customers.
Why we need you
The content experiences we develop are created, managed, and delivered to our end-user agents via a system of platforms and applications. The Knowledge Management Platform Support Team collaborates with our operations, product and tech partners to ensure these applications provide the capabilities needed to efficiently and effectively create content and deliver performance enabling experiences for our agents. You’ll play an integral role in bridging the gap between our Tech and Product partners and our platform users and their impactful work.
What you’ll do
Partner and Collaborate
? Engage with content strategy and delivery team members to understand platform and process opportunities.
? Work closely with Product and Tech teams to identify, define and ensure the delivery of platform features that improve our processes and user experiences.
Manage and Organize
? Manage and track all platform work to inform capacity needs and provide transparency to stakeholders regarding progress.
? Manage and organize platform support process documentation.
Support
? Provide troubleshooting and end user support to our content teams.
? Evaluate and analyze platform performance trends to identify and propose solutions for improvement.
? Triage ad hoc platform incidents and ensure the right stakeholders are engaged in resolving those issues.
Test and Validate
? Define and execute system testing and validation to ensure our platforms are performing as expected when changes are made or maintenance is performed.
Communicate
? Provide timely and effective communications to our user base regarding system changes, outages and other platform events.
? Provide updates to the team and to stakeholders regarding the status of platform projects and enhancements.
Qualities you’ll bring
? Tech-minded. You get technology and are at your best when immersed in a tech focused environment.
? Curiosity. You’re not afraid to roll up your sleeves and look under the hood of our platforms to better understand how they work and how they can be improved to provide a better user experience.
? Problem solver. You appreciate the challenge of navigating new issues to uncover the root cause and find a path forward.
? Team Player. You enjoy helping others and find satisfaction in providing support that removes barriers for others.
? User Advocate. You deeply understand and value our users and advocate for solutions that deliver the experiences they rely on.
? Communicator & Influencer . You are an effective communicator. You can communicate complex ideas clearly regardless of your audience. You can break down technical jargon into communications that resonate with non-technical audiences.
? Do-er. You autonomously deliver results. You like a new challenge and can be comfortable navigating ambiguity, steering around roadblocks and staying focused on your goals. You can easily pivot when priorities change, embracing the change and setting an example for others.
? Learner. You crave knowledge and staying up-to-date on the latest technology and skills needed to deliver results. You embrace a growth mindset, making a point of seeking feedback for improving your effectiveness and the processes and platforms you support.
Work from Home Technology Requirements
? Secure home office environment that is free from background noise and distractions
? Reliable private internet connection that is not supplied via cellular data or hotspot is required
? A private network that is password protected where you have ownership or line of site sight to every device on the network
? Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
? Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
? ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
? To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page
? Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met
Capital One reserves the right to request proof of internet provider, speed and service
package from the associate. Requirements are subject to change, as new systems and
technology is delivered. Capital One reserves the right to modify internet service
requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.
Work from Home Location Requirements
This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.
Basic Qualifications:
? High School Diploma, GED or equivalent certification
? At least 2 years of experience using a content management system (CMS)
Preferred Qualifications:
? At least 1 year of experience in a technical user support role
? At least 1 year of experience leveraging user experience (UX) best practices
? At least 1 year of experience with technical documentation and backlog management
? At least 1 year of experience in partnering with Product and Tech teams to implement system updates and improvements
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Remote (Regardless of Location): $74,000 – $84,400 for Content Manager II
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected] . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One’s recruiting process, please send an email to [email protected]
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC