Knowledge Manager
4 weeks ago
We're on the hunt for a skilled Knowledge Manager to join our team at Dye & Durham. As a key player in our customer support function, you'll be responsible for creating and maintaining a comprehensive knowledge base that empowers our customers and support agents to thrive.
What You'll Do:- Develop and Implement a Knowledge Management Strategy: Design and maintain a clear structure for our knowledge base, ensuring content is easily searchable and accessible for both customers and support agents.
- Collaborate with Product SMEs and Teams: Work closely with various product teams to gather and verify information, develop, curate, and maintain content to ensure accuracy, relevance, and clarity.
- Review and Audit Content: Ensure content is accurate, complete, and consistent with our brand tone and style, and identify areas for improvement.
- Train Support Agents: Provide guidance and training to support agents on how to effectively use and contribute to the knowledge base.
- Analyze and Improve: Utilize Zendesk Explore analytics to track metrics, generate reports, and provide insights to support strategic decisions and improvements of the knowledge base.
- Stay Up-to-Date with Industry Trends: Connect with Zendesk administrators to configure and optimize processes, ensuring we're always at the forefront of best practices.
- Strong Knowledge Management Principles: You have a solid understanding of knowledge management principles, including content creation, curation, and lifecycle management.
- Zendesk Expertise: You have experience using Zendesk for content management, analytics, customization, macros, triggers, automations, and workflows.
- Technical Writing Skills: You can write, edit, and review technical/instructional content, translating complex information into clear, concise, and user-friendly formats.
- Data-Driven Decision Making: You're familiar with using reporting/analytical tools to monitor content performance and user engagement.
- Strong Communication Skills: You're a strong communicator with experience working cross-functionally within support and product teams.
We offer a range of benefits, including birthday leave, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity. If you're passionate about creating high-quality content and empowering our customers and support agents, we'd love to hear from you.
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