Knowledge Architect ($60K/year)


Apply for a remote Knowledge Architect role. Be part of a global customer support team where every agent learns every product.

Knowledge Architect ($60K/year)

$ 60k/Year  ($ 30/Hour for 40 hours of productive work per week)  Remote Position   Long-term

Have you excelled at creating knowledge base articles to increase the support team’s productivity? Have you developed technical knowledge base articles or playbooks for multiple software products? Are you a rock star using instructional design tools? If so, you belong to our elite Knowledge Team! As a Knowledge Architect, you will create and maintain a library of training courses, maintain the central repository of knowledge articles, write pages and playbooks within the central support confluence space, and manage multiple stakeholders and Subject Matter Experts (SME). Your ability to work on multiple projects concurrently will be a great differentiator in this role.

“Being a Knowledge Specialist means thinking outside-of-the-box and finding creative ways to work closely with myriad Trilogy teams, gather mounds of information, and then synthesize that information into an amazing learning experience for others. It’s not always easy and the processes are a little more freeform but the payoff is incredibly rewarding when you see your hard work helping agents to resolve tickets faster.”
-Louise T, Knowledge Architect
, we have  full time partners from your country,   Let’s make it !


 
 
 
 
WHY CROSSOVER?
Crossover recruits and builds world class high performing teams to power the fastest growing portfolio of software products in the world. No other company provides the training and the opportunities to test yourself on the depth and diversity of projects that we do. All roles are location independent so you are guaranteed to work with the best in the world. Challenge yourself. Be part of the change.
 
 
WHAT YOU'LL BE DOING

You will be given the opportunity to learn about cutting-edge products and expand your technical knowledge and skills. You’ll be empowered to drive change and improve upon processes and redefine the customer experience. You will grow your career faster than in any other company in the software industry.

Daily tasks will include:

  • Interacting with Subject Matter Experts to gather content for training courses.

  • Editing, proofreading, expanding and organizing text-content for presentation and comprehension.

  • Bringing that text to life using our authoring tools using Graphic design skills

  • Coaching product experts on teaching strategies and methodologies. For example, being able to explain what is needed to make awesome training courses and exam questions.

  • Creation and curation of Knowledge Base articles from previously solved and nominated agent tickets.

  • Upkeep and management of pages and playbooks within the Central Support Confluence space.

Impeccable communication skills in English and keen attention to detail are requirements. An eye for design, effective time management and previous training experience are great additions.

 
BOOTCAMP PROGRAM

To apply for a role at Crossover, you will go through a series of online tests, usually during the online hiring event. If you pass these tests, you will be offered the opportunity to participate in our four-full-time week Bootcamp training program. This is elite training taught by our top instructors.

Here’s what our graduates have to say about Crossover University:

"I am very pleased to say that because of Crossover's unorthodox and unique way of transferring the knowledge through (Paired sessions, coaching sessions with CSMs), I have never been more confident in my technical skills and abilities for my role."
-Mikael F

"The CTO Bootcamp was another thing that motivated me. I wanted to see how CTOs across the globe work and learn from them."
-Javed Z

"I've been with the company since Aug (been part of the second Bootcamp) and since then I've learned SQL, databases, servers, tapes, other content management systems etc- and that's only been in 3 months. Usually when I'm in a new company, I learned a lot about their platform, their tools etc during the length of my time with them but never at this speed!."
-Monnaliza T

It is offered as soon as you want to get started. You will be compensated for 40 hrs/ week at the hourly rate for the role you are applying to. Crossover University is an excellent opportunity to learn about our culture, expectations, tools, processes, and procedures. It's an intensive and demanding program, but every graduate is guaranteed a job at the end of it.

 
 
KEY RESPONSIBILITIES

On a daily basis you will:
Create and Maintain a Library of Training Courses

Create and Maintain the central repository of Knowledge Articles

Create and Maintain pages and playbooks within the Central Support Confluence space

Manage multiple stakeholders and Subject Matter Experts

Work on multiple projects concurrently
 
CANDIDATE REQUIREMENTS

To excel in this position you will need to:
Excellent written and spoken English

+2 years of experience as a Teacher, Trainer, Technical Writer, Graphic Designer, Learning & Development Instructional Designer, or Project Manager

Customer support operational experience is an added bonus

You must have great attention to detail, and a love of working with processes

Customer Experience background and focus

Experience using learning course creation tools (Articulate, Docebo, Canvas LMS, TalentLMS, etc), graphics design, and Knowledgebase systems is required to at least a basic to intermediate level.

Experience in creating and publishing at least 1 article per day, or 3 training modules per week


Other highly desirable skills/experience include:
Proficiency in other Languages besides English
 
 
WHAT YOU WILL LEARN
 

As a Knowledge Architect, you will be part of a fast pace remote work environment where information, processes, and procedures can literally change from one day to the other. You will learn to move fast, take risks and learn from failures. All your previous experiences in instructional design, effective teaching, and customer support basics, will be amplified and our agent’s success will rely on how you develop our knowledge base. You will be empowered to create, maintain and proactively propose changes to our processes.

Joining the Knowledge team, you will operate at scale and learn how to onboard new acquisitions at a rate of 1 company/product per week, creating playbooks and knowledge base articles for each product imported.  You will develop the ability to seek continuous improvement through our productivity tool, ‘WorkSmart,’ which will help you develop critical skills through identifying moments of high intensity and focus, communicate blockers to your manager, and see your progress on achieving metric performance goals. You will also receive candid feedback weekly to learn, develop and grow in your role and accelerate your career faster than in any other software company in the industry.

 
 
 
Work Examples
Assets
doc
Knowledge base article creation
https://docs.google.com/document/d/13Mr8tAfHrabCB1xJCF40GRABmfqdgmnnGdUiTwa_qpU/edit#heading=h.a9k0spyz7jh2
GDocs
Relevant files and links
External resources
pdf
Summary of Stephen R. Covey’s 7 Habits of Highly Effective People
Stephen R. Covey (Author)
http://dl.motamem.org/Summary-Seven-Habits-of-Highly-Effective-People.pdf
Book
pdf
Be Our Guest: Perfecting the art of customer service
Disney
https://apoloniasotelocrow.files.wordpress.com/2017/05/be-our-guest-perfecting-the-art-of-customer-service-disney-institute-book-a-by-the-disney-institute-theodore-kinni.pdf
Book
pdf
On Writing Well
William Zinsser (Author)
http://richardcolby.net/writ2000/wp-content/uploads/2017/09/On-Writing-Well-30th-Anniversa-Zinsser-William.pdf
Book
 

Questions
and Answers

  • How is the support team organized?

    Our current support team has the following structure:
    1. SVP - Senior Vice President
    2. VP - Vice President (3-5)
    3. CSM - Customer Support Managers (8-10)
    4. L3 PSM - Level 3 Product Support Managers (20)
    5. L2 CSA - Level 2 Customer Support Architects (50)
    6. L1 CSE - Level 1 Customer Support Engineers (100-150)

  • What type of software products do you support?

    The types of products we support range from vertical specific software to developer tools to retail and everything in between. Since most of the customer we support growth through acquisition - the portfolio is a broad list comprising of SaaS, on-premise software, tech-enabled managed service and pure IT consulting companies in North America and Europe

  • Will the Knowledge Architect be required to work on weekends?

    Occasionally our team members will work on the weekends when we have an important deadline and the requirements aren’t met during the week. Most of the time this will not be required, however.

  • Which are the metrics you are measured by?

    In this position, you will be expected to deliver weekly results. Your results will be measured by quality metrics (reviews of your draft work) as well as an overall count of units produced based on various tasks. You will be expected to perform at a high level for all of your metrics, which will be explained to you in detail upon starting.

 
 
 
FAQs