Job Title: Knowledge Base Coordinator

Overview of the Role

The Knowledge Base Coordinator is a vital member of our support and information management team, responsible for developing, maintaining, and optimizing the company's knowledge repository. Operating at a mid-level employment tier, this role requires a blend of technical proficiency, content management expertise, and strong communication skills to ensure that accurate, up-to-date, and easily accessible information is available to both internal teams and external stakeholders. The coordinator will play a key role in enhancing the efficiency of customer support operations, fostering knowledge sharing, and supporting continuous improvement initiatives within the organization.

Key Responsibilities

• Content Management and Maintenance: Develop, review, and update knowledge articles, FAQs, and documentation to ensure clarity, accuracy, and relevance. Regularly audit existing content to identify gaps or outdated information and implement necessary revisions.
• Knowledge Base Optimization: Utilize best practices and tools to organize content logically, improve searchability, and enhance user experience. Implement tagging, categorization, and metadata strategies to facilitate quick information retrieval.
• Collaboration and Stakeholder Engagement: Work closely with customer support, product teams, and subject matter experts to gather insights, validate information, and incorporate new knowledge into the repository. Act as a liaison to ensure content aligns with organizational standards and customer needs.
• Training and Support: Provide guidance and training to team members on effective knowledge base usage and content contribution. Promote a culture of knowledge sharing and continuous learning across departments.
• Analytics and Reporting: Monitor usage metrics, identify trends, and generate reports to assess the effectiveness of the knowledge base. Use insights to recommend improvements and measure the impact of content updates.
• Tool and Platform Management: Manage and maintain the knowledge management platform, ensuring it is properly configured, secure, and updated with the latest features and integrations.
• Quality Assurance: Ensure all knowledge articles adhere to organizational standards for quality, tone, and consistency. Conduct regular reviews and solicit feedback to improve content quality.