The Knowledge Specialist will be part of the Customer Support Operations team reporting to the CS operations manager. You will be co-responsible for the Support Knowledgebase working closely with KCS Coaches, Support Managers, Leads, and the Sage Knowledge Team globally. You will help Customer Support to develop as a knowledge-driven organization by providing meaningful insights on the KCS activities and practices of our support team. The KCS Administrator will champion the development of KCS practices within Customer Support.
Responsibilities:

• Help influence analysts to adopt KCS practices of Use It, Flag It, Fix It, Add It.
• Help KCS Coaches develop analysts from KCS Candidates to KCS Publishers.
• Develop and maintain knowledge base content and tools.
• Participate in meetings with KCS Coaches, KCS Program Manager, and Sage Knowledge Team.
• Develop and maintain metrics, KPI's and reports for Customer Support.
• Analyze data and trends to drive business decisions and directions for continuous improvement, adoption and use of the Knowledgebase, including community customer self-service.
• Work with SME's and KCS Coaches to review and approve for publication new, edited, and updated Knowledgebase articles and ensure these adhere to our published content standards.
• Partner and collaborate across teams (QA, Product Management, Engineering, Doc/Training) to ensure accuracy of knowledgebase articles reflect current product functionality.
• Perform routine knowledgebase article management and audits
• Deliver KCS training for new hires as needed. Author KBA's needed on KCS best practices.

Requirements:

• 3+ years in a Customer Support role with demonstrable history of regularly creating quality knowledge content a must.
• Must have experience as a KCS Coach or related Knowledge role. KCS certifications a plus.
• Fully conversant with Salesforce Knowledge with 1+ years managing knowledge articles.
• Excellent communication skills both verbally and written.
• Excellent time management and organizational skills.
• Bachelor's degree in Business Administration, Accounting, Management Information System or equivalent experience a plus.