MSX International is a global leader in automotive business services, operating in more than 80 countries. Our Contact Center in Barcelona brings together professionals from different backgrounds and countries, all focused on delivering excellent support and customer satisfaction for major automotive brands.
If you want to grow, learn and be part of an international team, this is your place.
Job Description
Mission
The Knowledge Base Administrator is a dedicated specialist embedded within the CRC operation, designed to complement and strengthen customer team — not to replace or overlap. This role acts as the connective tissue between the client, CRC agents, and trainers, ensuring that the right information reaches the right people at the right time both from agents to customer and from customer to agents.
Rather than replace customer team, this position will be a bridge with the operations, supporting on admin task, communication, translations and providing feedback to customer team.
Key Responsibilities
Create, organize and maintain the centralized knowledge repository complementing and strengthening customer team
Bridge information flow between customer, CRC agents, and trainers
Ensure complex procedures and service updates are accessible and easy to understand for agents
Provide feedback from operations back to customer
Main Duties & Tasks
Develop and maintain structured knowledge base articles and SOPs
Conduct regular content audits to ensure accuracy and relevance
Support translation and communication across markets
Collaborate with Quality/Training to align KB with training programs
Recommend content restructuring based on operational feedback
Monitor KB usage running deeper analysis in case of deviation
Act as admin and communitaion bridge between customer, Operations and Quality teams
Qualifications
Experience creating and managing knowledge base content (SOPs, guidelines, articles)
Strong written and verbal communication skills with the ability to simplify complex information
Experience working with knowledge management tools (e.g. Zendesk, Confluence, Notion)
Ability to organize and structure information clearly and efficiently
Strong attention to detail and quality control mindset
Experience collaborating with cross-functional teams
Analytical mindset with ability to monitor content usage and identify improvement areas
Additional Information
What we offer:
Permanent full-time contract (40 hours/week)
Salary: €28,000 gross per year
Hybrid work: up to 50% after training
MSX Bazaar employee discounts portal
Multicultural work environment
Training and development opportunities
MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.
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