Role Overview: We are seeking a proactive Knowledge Base Specialist to manage and optimize our knowledge base. The role involves creating, organizing, and maintaining documentation that supports both employees and customers, ensuring that all content is accurate, up-to-date, and easy to access
Responsibilities:
- Develop and update knowledge base articles, guides, and FAQs.
- Collaborate with teams to gather and document relevant information.
- Ensure content is well-organized, searchable, and user-friendly.
- Audit and revise existing documentation to ensure accuracy and relevance.
- Analyze feedback and data to improve knowledge base content.
- Train staff on how to use and contribute to the knowledge base.
- Stay informed about product updates to maintain current documentation.
- Maintain consistency in tone, style, and formatting across all content.
Qualifications:
- Bachelor’s degree in Communications, Information Systems, or related field.
- 2+ years of experience in knowledge management or technical writing.
- Strong writing, editing, and organizational skills.
- Familiarity with knowledge base software and CMS tools.
Preferred:
- Experience with customer support platforms (e.g., Zendesk, Salesforce).
- Knowledge of HTML, Markdown, or SEO practices.
Company Description:
Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.