Knowledgebase Specialist

Chennai / Customer Solutions / Full-Time

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Chargebee is currently seeking an excellent technical writer/knowledge base specialist (KBS) to join our Solutions team. In this role, you will assist our Solutions Engineers by delivering the right process/information at the right time with minimal effort. You will anticipate the needs for both audience, customers and internal (Chargebee) users with a goal to deliver an exceptional experience, and participate in the continuous evolution of the content management program.

As the KBS, you will be accountable for building, maintaining, and optimizing the content on a global scale and finding opportunities to improve the content delivery strategy. You will investigate customer communication to determine patterns and gain insight about KB user experience. You will also partner closely with the Documentation team, Product Managers and Operations to create content.

Roles & Responsibilities

  • Manage content intake, including incoming production and content needs
  • Build and maintain a high volume of articles for internal teams and customers while adhering to process & security guidelines
  • Apply technical writing principles to produce instructional content that is concise, direct, and friendly to a global audience
  • Perform regular investigations on a variety of knowledge base metrics to deliver briefs that synthesize large data sets into lean summaries and action plans for KB improvement
  • Maintain the taxonomy, information architecture, and content mapping schemas used for structuring and filtering content in the knowledge base
  • Provide ongoing qualitative and quantitative measurements of content scope, effectiveness, and usage, especially for user search metrics
  • Enact regular audits of the content library to ensure accuracy
  • Build relationships with agents and operational supervisors, and use their feedback to drive simplicity and usability
  • Partner with cross-functional content teams to drive solutions that minimize redundancy and promote efficient reuse
  • Develop Manage relationships with functional teams to diagnose & develop content that drives user engagement and decreases case handling time and address complex problems through content
  • Acts as a strategic authority on projects that relate to operations, agent knowledge, training, and communications
  • Effectively convey knowledge base features and functions via presentations to operational teams

We hope you’ve got

  • At least 1-3 years of meaningful content management experience
  • Excellent written and verbal skills
  • The ability to embrace ambiguity and exercise editorial judgement
  • The ability to work independently in a dynamic environment
  • Excellent time management skills
  • The ability to synthesize complex processes into simple and engaging language
  • Experience in the customer solutions industry or in a role with a very strong customer focus
  • Experience working in an organization with a global customer base

Bonus qualifications

  • Experience with SaaS products
  • Experience working with an enterprise content management system
  • Proven skills and success in process improvement design and workflow analysis
  • Familiarity with operational metrics and reporting focusing around content
  • Degree in Computer Science or equivalent related experience
If this sounds interesting but you’re not sure you'll tick all the boxes, apply anyway! There’s tons of room to grow at Chargebee.

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