Knowledge Base Specialist

Lehi, UT
Full Time
Mid Level

We are obsessed with the hero's journey at JobNimbus. Every person has a hero's journey.  Hermione Granger, James T. Kirk, Frodo Baggins, Anna & Elsa, Nacho Libre, and even YOU! This is our “call to adventure” to come check out JobNimbus. What do you have to lose? You might make a few new friends, learn about a sick new company doing some amazing things, and maybe you’ll even land a new job!

Mission:
The mission of the Knowledge Base Administrator is to ensure that all company stakeholders have easy and quick access to clear, accurate, and up-to-date information. This role focuses on creating and maintaining a comprehensive knowledge base that supports internal teams and empowers customers, enhancing overall efficiency and satisfaction.

What you’ll be doing:

  • Maintaining a 22% Chatbot Deflection Rate Through ChatBot Knowledge Lookup
  • Completing a Routine Comprehensive Knowledge Base Audit Every Quarter
  • Maintain a 3 Day or less time to resolve on Content Tickets
  • Create 5+ Articles for Common Ticket Scenarios for New Product Releases
  • Maintain 10 or Less Search Terms Without a Result

What makes you the hero for this job:

  • 1-3 years of experience in content management, technical writing, or a similar role in a SaaS or technology-focused company.
  • Proven track record of managing and maintaining a knowledge base or similar informational resources.
  • Experience in using knowledge base software (e.g., Confluence, Zendesk Guide, ServiceNow, etc.).
  • Strong writing and editing skills with attention to detail.
  • Excellent organizational and content curation abilities.
  • Proficiency in content management systems.
  • Ability to analyze usage data and feedback to improve content effectiveness.
  • Strong interpersonal and communication skills, capable of working effectively with cross-functional teams.

Superpowers:

Customer Obsessed. Our software is ever changing, and you’ll need to stay on top of the latest and greatest adjustments.  It’s kind of like being obsessed with Oprah’s book club and that feeling that you have to read the next one as soon as it comes out. 

Ownership. We need someone who embodies this value and can figure things out and move quickly. If you need direction and someone to hold your hand, this job is not for you.

Mentor (Hit us up to get more information)

Matt Nelson - Specialist in hiring amazing people, lover of music, tennis, pickleball, photography, and recruiting.

JobNimbus is proud to be an equal opportunity / affirmative action employer. We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, Veteran status, or other legally protected characteristics. This position may require the successful completion of a criminal background check and/or drug screen. If you have a disability or special need that requires accommodation, please let us know in the application.

If you have any questions regarding this job post, please email [email protected].

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