What are the responsibilities and job description for the Help Center Specialist position at Dropsuite?
Nice to Meet You! We are Dropsuite!
Dropsuite is looking for a Knowledge Management and Help Center Specialist, to play a pivotal role in enhancing our customer support experience through effective knowledge management utilizing our Help Center platform and LMS systems.
This role involves creating, maintaining, and improving our Help Center and LMS resources, ensuring that MSPs, distributors, and end users have quick access to the information they need.
Our ideal candidate is passionate about content creation and management, with key focuses on establishing voice, tone, and structure to continuously evolve against product releases, updates, and segment changes.
Work Arrangement
- Full-time position
- Remote work model
- Monday to Friday, 5-day work week (flexible work schedule)
- Eligible to reside and work in USA (Citizens or Green Card Holders only)
Key Accountabilities
- Develop high-quality, user-friendly articles covering product features, troubleshooting, and best practices.
- Regularly update and enhance content based on user feedback and product updates.
- Develop and implement voice, tone, and layout standards for the Help Center to ensure consistency and clarity across all content.
- Collaborate with design and content teams to create visually appealing and easy-to-navigate Help Center resources.
- Partner with Support Leadership to analyze support trends and customer feedback to identify areas for improvement in the knowledge base.
- Collaborate with product teams to gain insights into new features and functionalities of our SaaS offerings.
- Customer Engagement and Training content creation for Partner LMS
- Create training materials and content for webinars for MSPs and distributors to enhance their understanding of our products.
- Track and report on the performance of knowledge base articles and customer support initiatives.
- Utilize metrics to drive improvements in content and support processes.
Qualifications and Competencies
- Proven experience managing customer support content through Zendesk or similar platforms.
- Understanding of SaaS products and their implications for MSP and distributor partnerships.
- Strong ability to create, organize, and manage knowledge content effectively.
- Experience in developing voice, tone, and layout standards for customer-facing content.
- Excellent written and verbal communication skills, with a focus on clarity and user engagement.
- Ability to analyze data and feedback to drive continuous improvement.
What We Offer
- Competitive compensation
- 401k with employer match - eligible immediately with full vesting right away
- Health insurance for you and your dependents (medical, dental, vision, life, and AD&D). Free and no deductible plans offered
- 17 days of Annual Leave (with yearly accrual up to 20 days maximum)
- 13 paid federal holidays each year
- Other leave benefits, such as Wedding leave
- Growth and Career Development opportunities
- Work in a global company with meaningful work, highly skilled colleagues, and an amazing culture
If the above excites you and you are the person we are looking for; please submit your CV, your availability, and desired salary. We regret to inform that only shortlisted candidates will be contacted.
Why Join Us
Dropsuite (listed DSE:ASX) safeguards business information. We are a global, fast-growing, partner-centric company building secure, scalable, and highly usable cloud backup technologies for businesses. Our mission is to help business stay in business. Dropsuite performs billions of backups per day for organizations in more than 100 countries around the globe.
Dropsuite is known for its team of ‘hungry owners.’ We are hungry to win and tenacious, but at the same time we all are owners: we do not cut corners and always seek to do the right thing. We are experts in what we do, are highly customer focused and we love solving problems. We play as a team, where respect is one of our key values and we see helping others as a priority.
Diversity and Inclusion Statement
Dropsuite is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
Please note that only applicants residing and eligible to work in USA will be considered and only shortlisted candidates will be contacted.
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