Job Overview
- Curate and maintain knowledge base content by partnering with product and process SMEs to capture updates on new and existing products.
- Collaborate with the training team to ensure training materials remain accurate and aligned with current processes.
- Monitor knowledge base usage through metrics and dashboards, using insights to prioritize content improvements.
- Equip internal teams with clear, effective content and tools to improve agent efficiency, reduce inbound contacts, and increase resolution rates.
- Provide external customers with self‑service content that supports quick and accurate issue resolution.
- Analyze customer feedback and usage data to identify improvement opportunities and recommend actionable changes.
- Research technical details by reviewing drawings, specs, and mockups to ensure content accuracy.
- Develop and maintain installation guides, configuration steps, how‑to documentation, and online help resources for both employees and consumers.
- Work closely with subject matter experts to translate complex technical concepts into simple, understandable content.
- Track, analyze, and report key KPIs using data visualization to drive insights for decision‑makers.
- Manage daily knowledge base operations, including content creation and reviews, workflow management, user administration, non‑English content updates, and content organization.
- Serve as the main liaison with internal teams regarding project deliverables, product launches, system maintenance, and other operational knowledge base activities.
- Perform additional responsibilities as needed.
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