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- Assist with building and iterating our automated support experiences to assist customers with common questions and issues.
- Review data, insights, and benchmarks and leverage these to drive content decisions.
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- 3-5 years experience, ideally in a support role with some experience producing help documentation, working on knowledge bases, or writing support content.
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- Comfortable using style guides and templates.
- Knowledge of Zendesk Support, Zendesk Guide (Help Center), Confluence Cloud, or a similar customer or content management system.
- Familiarity with support automation tools such as chatbots.
- Strong visual formatting sensibilities.
- Comfortable working independently, including kicking off projects and staying accountable to deadlines.
- Strong collaborator and clear communicator.
- Experience with video products and terminology is a plus
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Knowledge Management Analyst II - Bengaluru, India - Livestream
Description
We're looking for a Knowledge Management Analyst to join our Self Help Support division of our Customer Support team to help scale the self-service experience for both our customers and our global support team. The ideal candidate is an exceptional writer with an innate ability to organize complex information into easily consumable and discoverable content, while also identifying and solving issues with existing support documentation.
This role will report to the Manager of the Knowledge Management team, and will collaborate with numerous teams across the organization to plan for product releases and audit existing materials. You will be encouraged to be innovative in improving our self-help experience as a whole as our team and business grow.
What you'll do:
Skills and knowledge you should possess:
(Optional) Bonus points (nice skills to have, but not needed):
About Us:
Vimeo (NASDAQ:VMEO) is the world's most innovative video experience platform. We enable anyone to create high-quality video experiences to connect better and bring ideas to life. We proudly serve our growing community of nearly 300 million users — from creative storytellers to globally distributed teams at the world's largest companies. Learn more at
Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse and global community. We're proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.