Knowledge Management Specialist - US (Ref: 25-004)

Knowledge Management Specialist 

(Full-time, Hybrid, Bellevue - USA) 
 
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 

• Hybrid work model (2 days per week in the Bellevue office)   

• 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. 

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. 

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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