Description
Are you a technical expert who believes knowledge creation is critical for the success of any organization? Are you able to design a self-service knowledge system that will help our support agents and sales reps quickly become experts in any technical product?
Trilogy has a portfolio of over 100 software products and counting. Our organization currently supports a “bottom-up” knowledge system that reactively triggers KB articles from customer support tickets. The problem with this system is that it will not scale fast enough when we start acquiring one new product per week. We need you to help us flip it.
We are restructuring the knowledge base into a top-down, proactive system, which defines the scope of knowledge required for our agents, reps, and customers to be successful with our products. KB articles will begin at the domain-level and then gradually become more product-specific. Your job will be to design and build the entire system.
If you are a learning-obsessed knowledge creator eager to take on the challenge of being in the center of our knowledge creation process, then we would love to hear from you!
What you will be doing
- Writing Knowledge Specs - These documents identify and explain the most important concepts that are required to understand a product or a domain
- Scaling the System - Use the insights gained from writing your first few knowledge specs to scale out the knowledge system and build out your team
What you will NOT be doing
- Training people directly. Instead, we’re building a self-service system where agents, reps, and end users can independently build expertise
- Exhausting all possible knowledge on a single product. Instead, we are looking for someone who can distinguish what is critically important vs. what isn’t
Key Responsibilities
- Design and build, starting at the concept-level, which defines the minimum set of knowledge required to be successful with our products
Candidate Requirements
- Deep experience in enterprise education and the development of product knowledge systems
- Proven ability to develop expertise in technical products
- Ability to read and understand code, scripts, and database queries; while you will not be writing code in this role, you will still need to pass a basic coding assessment to get hired
