Knowledge Help Advisor with Italian

Role summary:

EY Knowledge is a global team of professionals dedicated to providing world-class insights and information, and helping EY to harness the collective intelligence of its 220,000 people.

We are knowledge managers, researchers, analysts, learning professionals, content managers, writers, collaboration advisors, project managers and more. Together we provide enabling services, tools, insights and content that EY teams need to shine light on our client’s businesses and challenges.

However, having access to the right tools and content isn't always enough. That's why we invest in dedicated Knowledge Help service to both advise on which resources best match a knowledge need and train our people how to use them effectively.
Working as part of a global team, our Knowledge Help advisors are primarily responsible for responding to a diverse range of queries over the telephone and email. In addition to coaching internal customers our team are also expected to: promote and champion our tools internally; deliver in-person training and coaching; and participate in, or lead, project teams.
The role requires: excellent communication and customer service skills; experience or a desire to develop a career as a knowledge professional; an ability to manage projects; and to work as part of a high-performing team.

Key responsibilities:

Customer service

• Discuss internal customers' knowledge needs and discerning their requirements.
• Maintain knowledge of range of products and services, and provide effective coaching on both internal tools (e.g. sharePoint, collaboration, search) and external knowledge tools (e.g. Dow Jones Factiva and Thomson Reuters products)
• Triage queries appropriately and champion EYs knowledge sharing culture and self-service approach to knowledge
• Work collaboratively with IT to locally manage technical versus knowledge enquiries: ensure clients receive the highest customer service, seamless transition of enquiries and to reduce duplication.
• Willingness to travel (infrequent)
• Contribute to operational effectiveness and service quality within a country or regional team e.g. Plan schedule collaboratively with colleagues to ensure adequate coverage, respond positively to customer feedback, coach junior colleagues as appropriate

Relationship management

• Build and maintain productive, collaborative relationships with colleagues and external business partners.

Project management

• Manage/participate in projects related to the deployment, promotion, training or support of knowledge tools/services or that improve our internal operations
• Act as a global Product Advisor for one or more knowledge tools – developing learning and enablement materials and acting as a subject matter expert for global team and point of escalation to vendor.

Communications/training skills

• Partner with our training team to develop and deliver a variety of instructor-led training, coaching and eLearning.

Innovation

• Seek to continuously improve the way we work.

Experience and skills needed:

Customer service skills

• Customer Service skills and attitude – ability to listen, translate client requirements into solutions,
  problem solve and coach customers using a variety of channels
• Self-starter able to manage time productively and multi-task in in a fast-paced environment
• Relevant prior experience
• Interest in Knowledge management and helping EY staff interact and share knowledge
• 0-2 years or more relevant customer service experience with a proven track record preferred
• Proficiency in MS Office and internet; Lotus Notes is preferred but not essential
• Able to learn tools and functionality quickly
• Experience with online research databases and websites, business information tools and corporate
  intranets is preferred

Communications/training skills

• Good verbal, written, presentation and communications skills specific experience developing or delivering training is preferred but not essential
• Proficient in business English and fluent Italian (min. C1 level)
• French or Spanish language on C1 level would be an asset

Project management

• Knowledge of project mgmt. principles and evidence of successful project delivery

We offer you:

• Work in prestigious stable company
• Being an active part of a professional, dynamic and truly global team
• Support in your professional development due to internal training sessions and language courses
• Participating in interesting projects
• Development opportunities in international multilingual environment
• Attractive social package (sport card, medical insurance, life insurance, wellness & spa program, sport events and many others)
• Modern office space near market square
• Internal interest groups (sports group, art group, charity group and many others)

Our commitment to developing outstanding leaders starts with a promise - whenever you join, and however long you stay, the exceptional EY experience will last a lifetime.