Knowledge Architect$ 60k/Year 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.
-Louise T, Knowledge Architect
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.
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
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 ExamplesAs a Knowledge Architect, your main responsibility is to help our agents solve customers queries effectively and efficiently. To do so, you will create a vast number of playbooks and knowledge base articles for L1 & L2 agents to rely on. Here’s an article on why knowledge management is vital for our support organization and which types of knowledge base articles you will be expected to create:
Knowledge Base article creation
Here’s an article on why knowledge management is vital for this position and which types of knowledge base articles we create internally
Relevant Files and LinksHere are a few relevant books that will help you understand the expectations & align you with Crossover’s hiring managers’ philosophy
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.