- Glen Allen, Virginia, United States
- Hybrid
- Full-time · Associate
- $60K–$73K per year
Seeking a Knowledge Management Specialist to help customers and Consumer Affairs representatives find clear, accurate answers to product questions by creating and improving Zendesk Help Center content and developing AI agents.
Compensation
$60,000 - $73,000 Annually
Responsibilities
- Create, edit, and maintain Zendesk Help Center articles for customers and internal support teams.
- Make complex product information easy to understand and consistent with our brand voice.
- Analyze customer inquiries, search behavior, and feedback to identify content gaps.
- Track article views, usefulness ratings, and how effectively content helps customers resolve questions without contacting support.
- Partner with Consumer Affairs, Quality, and Marketing to incorporate product updates and customer insights into content.
Requirements
- Nice to have: consumer products
- Nice to have: customer support environments