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Overview:
The Knowledge Base Administrator 2 is responsible for the customer portal and knowledge base (KB) that supports software products in collaboration with their stakeholders. Develops and maintains an adaptive and interactive knowledge base providing multi-scenario support to external clients and internal groups ensuring timely and meaningful technical content is released and administration of the site.
Responsibilities:
- Develop and maintain a knowledge base solution across the products that integrates into internal support systems, client facing portals, and is deployable to channel partners.
- Develop a collaborative relationship with internal SMEs that permits the establishment of an organized process for the creation and maintenance of content related to product and industry changes which are published to the knowledge base system.
- Create a KB article process for analyzing, investigating proposed articles, creating new articles, copying from existing, obtaining necessary approvals, and publishing.
- Enhance the client experience and the performance of the client support team by assisting the team in creating and surfacing self service content. Gather and review metrics regarding common support questions and improve over time.
- Work with leadership to determine initial knowledge base metrics. Track yearly usage metrics for the knowledge base, refine metrics for the following year and analyze user feedback to determine likely path for enhancement of knowledge base offering.
- Provide basic administration including provisioning new users, development and maintenance of an adaptive and interactive knowledge base, providing multi-scenario support to external clients and internal groups
Basic Qualifications:
- Bachelor’s Degree
- Demonstrated success in managing content libraries, developing content, or similar experience
- Solid facilitation and project management skills
- Able to thrive in a adaptable, fast-paced environment
- Strong oral and written co
Postúlate en Kit Empleo: kitempleo.com.co/empleo/1amjua
📌 Knowledge Base Administrator (Bogotá)
🏢 Hyland
📍 Bogotá