Knowledge Base Specialist

Knowledge Base Specialist Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Malaysia.

Who we are.

Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end-to-end trading experience available, servicing traders of all levels from beginners to institutional-level clients.

Let's talk about the cool stuff you do at Axi!

The Knowledge Base Specialist is responsible for ensuring the company's Knowledge Base is up-to-date, comprehensive, and engaging. This role focuses on maintaining and optimizing the self-service experience for customers by curating high-quality articles, performing localization tasks, and promoting self-service options. The specialist will work closely with cross-functional teams to ensure that the Help Center is aligned with current product updates, customer needs, and company goals.

Your EDGE assignment/You will:

Help Center:

• Content Creation & Maintenance: Develop, write, and update clear, accurate Help Center articles to address customer needs and product updates.
• Localization: Localize content for different languages and regions, ensuring cultural and legal relevance across jurisdictions.
• Promote Self-Service: Enhance the Help Center's ability to resolve customer issues independently, reducing the need for direct support interactions.
• Zendesk Guide Optimization: Stay up-to-date with Zendesk Guide features and leverage them to improve the Help Center's functionality and performance.
• Collaboration with Teams: Work with Customer Support, Product, and other departments to keep content current and relevant.
• Content Governance: Ensure all Help Center articles align with company guidelines for tone, style, and accuracy, maintaining a consistent knowledge base.

Chatbot Training:

• Develop and refine intents, entities, and dialogue flows to improve the chatbot's natural language understanding and processing.
• Train the AI on large datasets, ensuring accuracy, relevance, and appropriate responses.
• Monitor and analyze chatbot conversations to identify areas for improvement or gaps in knowledge.

Are you the one?

• At least 1 year of experience in research field.
• Knowledge in Zendesk will be an added advantage.
• Strong analytical, detailed to number with good reporting skills with interpretation capabilities.
• Excellent written and verbal communication skills in English.
• Ability to work with cross-functional team to coordinate for desired output.
• Skilled at multi-tasking with the ability to prioritize key deliverables and work in a fluid, fast-paced environment.
• Self-motivated, positive attitude and ability to manage multiple tasks.
• Passionate towards customer satisfaction and able to work under pressure.
• Must be able to work with tight deadlines.

Axi's bag of delights

• Competitive and attractive compensation.
• Extensive learning opportunities, such as professional training and certifications and soft skills development.
• 21 annual leave days per year.
• Health Insurance

Axi's interview journey

• Talent Acquisition Interview (45 minutes).
• Take home Assessment (1 day).
• Hiring Manager Interview (45 minutes).

We want to inform all prospective candidates that Axi's designated Employer of Records (EOR) in Malaysia is TDCX. As part of our commitment to legal compliance, all Axi Malaysia employees will be officially working under TDCX Malaysia.

Please note that our organization works with recruitment agencies on a pre-approved basis only. A recruitment agency that wishes to submit candidate profiles or resumes for consideration must obtain prior written consent from our talent acquisition team. We do not accept unsolicited resumes from recruitment agencies, and we will not be responsible for any fees related to unsolicited resumes. Should we receive an unsolicited resume from a recruitment agency that does not have prior written consent, we will not be responsible for the payment any fees related to the recruitment of the candidate represented in the unsolicited resume.

At Axi, we prioritise creating a workplace that upholds fairness and respect for all. We encourage every individual within our community to contribute towards a culture where everyone feels a sense of belonging and is treated with the dignity they deserve. We make all employment-related decisions-whether in hiring, compensation, training, performance reviews, or termination-based on merit and without bias, ensuring equal opportunities for everyone. We consciously work to identify and overcome any unconscious biases, with a commitment to fostering an inclusive environment where every employee and candidate feels genuinely welcomed and valued Job ID 4613626007