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Self-Service Coordinator

Have you always been the teaching type that loves to help others learn? Are you a life long learner who loves to share knowledge as well as learn from others? Do you categorize your life into manageable buckets? Our Support department is looking for an addition to our team that is really passionate about proactively pushing knowledge and services to our customers.

Responsibilities

  • Manage and coordinate the global maintenance, accuracy and growth of our customer Knowledge Base and Help Center resources
  • Analyze customer web and ticket data to find knowledge gaps as well as show the effectiveness of our self-service tools
  • Plan and execute self-service growth projects such as live chat, web analytics, suggested article tool and case details
  • Collaborate with other departments such as Product and Knowledge Management for Support readiness training
  • Promote global knowledge sharing and training by motivating contributors and showing their impact on team and customer success
  • Convert internal knowledge into customer facing knowledge
  • Assist in building out our new internal Learning Management System (LMS)
  • Manage the localization of Support content

Qualifications

  • Bachelor s Degree preferred
  • Prior experience in knowledge management or customer service preferred
  • Technical writing skills are preferred
  • High proficiency in written English
  • Excellent project management skills
  • Ability to analyze and categorize data


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