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Knowledge Manager
2 months ago
We are seeking a highly skilled Knowledge Manager to join our team at Dye & Durham Corporation. As a key member of our Customer Operations department, you will be responsible for creating and maintaining a comprehensive knowledge base that supports our customers and support employees.
Key Responsibilities- Develop and implement a clear structure and taxonomy for our knowledge base, ensuring easy searchability and accessibility for both customers and support agents.
- Collaborate with product SMEs and teams to gather and verify information, ensuring accuracy, relevance, and clarity in our content.
- Review and audit content for accuracy and completeness, ensuring business alignment and consistency in tone and style.
- Examine feedback to identify areas for improvement, empowering agents to flag outdated, inaccurate, or missing content.
- Train support agents on effective use and contribution to the knowledge base, providing guidance through knowledge-sharing sessions and feedback loops.
- Utilize Zendesk Explore analytics to track metrics such as usage, effectiveness, and user satisfaction, generating reports and insights to support strategic decisions and improvements.
- Stay up-to-date on industry trends and best practices, connecting with Zendesk administrators to configure and optimize processes.
- Foster a customer-centric approach by providing self-service options through a well-maintained knowledge base.
- Strong understanding of knowledge management principles, including content creation, curation, and lifecycle management.
- Solid experience using Zendesk for content management, analytics, customization, macros, triggers, automations, and workflows.
- Proven experience in writing, editing, and reviewing technical/instructional content, with the ability to translate complex information into clear, concise, and user-friendly formats.
- Data-driven approach, with experience using reporting/analytical tools to monitor content performance and user engagement.
- Strong communication skills, with experience working cross-functionally within support and product teams.
- Experience in the legal, technology, or property industry (desirable but not necessary).
At Dye & Durham Corporation, we strive to be visionaries, providing our employees with opportunities for growth and development. We offer a range of benefits, including birthday leave, company discounts, wellness programs, and paid days off for volunteering or moving house. If you are passionate about creating high-quality content and want to join a dynamic team, please apply.
