Knowledge And Process Consultant, Acceptance Support (Authorize. Net)

Job Description
The Knowledge and Process Consultant will be responsible to manage Client Care’s Authorize.Net content within Microsoft Dynamic’s support articles and function as a process engineer for client experience improvements. This role involves communicating new, and updated content/processes to team members and will require a strong partnership with the Service Experience team members, Product Support Engineers, Training (VU), along with other key stakeholders.
Responsibilities:
Drive the best possible Client Experience for supported merchant and partners.
Be accountable for the overall documentation/content for both internal and external clients.
Manage and update content within MSD support articles.
Engineer and implement process improvements for client experiences.
Communicate updates regarding content and processes to relevant team members.
Collaborate effectively with the Service Experience team, Product Support Engineers, Training (VU), and other key stakeholders.
Ensure all processes and content align with company standards and guidelines.
Regularly review and analyze processes, making recommendations for efficiency and improvement.
Assist in creating content for training sessions on new processes and updates.
Key Competencies:
Effectively manages tasks, meets all expectations, and follows through.
Displays a sense of urgency and motivation to succeed.
High personal standards and persistent in setting and accomplishing goals.
Is initiative-taking with the ability to work independently and takes responsibility for results.
The ability to understand and anticipate the needs and expectations of internal and external customers and deliver high-quality products or services that meet or exceed them.
Demonstrates an ability to simplify, improve, and find lean solutions.
The ability to generate novel and useful ideas, approaches, or solutions to problems or opportunities.
Uses communication skills to inspire, influence and motivate others.
Effective time management skills.
Able to be trusted, honest and transparent by taking responsibility to do what was right.
Appropriately manages stressful situations and adapts easily to shifting priorities and challenges.
Takes initiative by creating bold solutions even when given vague instructions.
Comfortable and confident in approaching and interacting with others about improvements.
Ability to project manage and introduce innovative ideas and processes to make things better.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.