JOB SUMMARY:

Candidates for this internship must be a junior, senior or college graduate up to 24 months post-graduation pursuing a degree in Business/Communications, Instructional Design, English, or a related field.

The project involves analyzing several sources of knowledgebase content used by both UPS customers online, and UPS customer care representatives.  The intern will:

• Perform analysis of the existing knowledgebase content in various UPS systems.  Knowledgebases include reference material for customer service groups, templated answers used to respond to customer emails and chats, and question and answer knowledgebase content that customers access on the Virtual Assistant “Ask UPS” on the company website UPS.com.

• Help develop and improve the knowledgebase and VA content. 

  Tasks include:

• Writing new content – both customer-facing and for UPS customer care representatives.

• Rewriting existing content to be more intuitive, and customer-focused.

• Comparing and aligning existing content that exists today in different resources so it is consistent and accurate.

OTHER DUTIES:

• Create spreadsheets that captures related knowledgebase content that currently exists in separate systems into one resource for comparison and improvement efforts.

• Build a library of questions and responses, both the customer-facing “main” content and additional customer care representative “how-to” content.

• Compose new content that will strengthen our knowledgebase and VA content.

PREFERRED COMPETENCIES:

• Strong verbal and written communication skills, presentation skills, leadership skills are required
• Ability to work independently and meet required deadlines.
• Strong analysis and problem solving skills
• Strong planning and organizational skills
• Strong team building and relationship skills
• Strong collaboration and networking skills
• Experienced in Microsoft office Suite
• Ability to be flexible in what is expected on a daily basis.
• Experience in Instructional Design but not required

UPS is an equal opportunity employer – race/color/religion/sex/national origin/veteran/disability/sexual orientation/gender identity

Founded on a $100 loan in 1907, 2 teenage boys opened up a messenger service in a 6 by 17 foot office located just below the sidewalk on Second Avenue and Main Street in Seattle, WA. Messengers ran errands, carried notes, hand baggage, and delivered trays of food for customers. They also delivered packages, traveling by streetcars and bicycles for longer trips, and later using motorcycles.