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Support Knowledge Base Specialist

  • Location: San Francisco, 94105
  • Job Type:Contract

Posted 13 days ago

Title: Support Knowledge Base Specialist
Location: Remote
Type: Contract


Job Description: 
Looking for an enthusiast and detail-oriented knowledge base specialist to assist with day-to-day operations and maintenance of our support content and knowledge base. We’re looking for someone with a solid foundation on the whole spectrum of knowledge base administration tasks, from content creation, update, to reports and maintenance, including categorization/taxonomy work. The ideal experience is a combination of work as a support engineer in a SaaS support organization, with a passion for high quality, well organized and actionable content.

Responsibilities:
  • Assists with day-to-day tasks admins tasks for the support knowledge base
  • Own the knowledge base maintenance and improvement tasks as assigned with minimal supervision.
  • Lead and participate in training activities to promote best practices for the use of our knowledge base
  • Generate reports and status updates on knowledge base health regularly
  • Other content and knowledge projects as assigned
Qualifications:
  • BA/BS in a technical field or equivalent experience.
  • 2+ years in a Technical Support or Systems Administration role.
  • 1+ year of Project management experience
  • Familiarity with support ticketing systems (e.g., Salesforce Service Cloud).
  • Advanced knowledge level of spreadsheet applications (e.g., Google Sheets).
  • Ability to learn new technologies quickly.
  • Ability to handle multiple tasks in a fast-paced environment without losing focus.
  • Strong individual contributor and excellent team player.
  • Familiarity with Salesforce Knowledge and Guru knowledge platform is a plus.
  • Some familiarity with products, security or identity management industry is a strong plus.

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer and provides reasonable accommodations for qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual with a disability, you may request a reasonable accommodation under the American Disability Act (ADA) by emailing MATRIX_HR@MatrixRes.com. To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.