Knowledge Management Analyst II - Bengaluru, India - Vimeo, Inc.

Description

What you'll do:

Partner with support specialists, product managers, and other subject matter experts to create and maintain the articles and videos in our knowledge base

Closely communicate with our support team and cross-team stakeholders to identify and remedy knowledge gaps

Assist with chatbot administration, such as designing automated conversations, identifying user intents, and matching customer queries to knowledge base content

Execute routine content review and maintenance tasks

Contribute ideas towards improving content strategy and the overall self-service experience

Skills and knowledge you should possess:

1-3 years experience, ideally in a customer support role with some experience producing help documentation, working on knowledge bases, or creating support content

Outstanding writing skills, including a knack for articulating instructional information, prioritizing accuracy and clarity for customers

Ability to learn quickly and think critically about provided information, convert it into customer-friendly guides, and adapt based on audience

Strong visual formatting sensibilities

Familiarity with content standards or style guide

Ability to manage competing priorities and moving deadlines

Comfortable working independently, taking ownership of tasks, and kicking off projects

Strong collaborator and clear communicator

Bonus points (nice skills to have, but not needed):

Experience with video products and terminology is a plus

Knowledge of Zendesk Support, Zendesk Guide (Help Center), and Confluence Cloud preferred

About Us:

Vimeo (NASDAQ: VMEO) is the world's most innovative video experience platform. We enable anyone to create high-quality video experiences to better connect and bring ideas to life. We proudly serve our community of millions of users – from creative storytellers to globally distributed teams at the world's largest companies – whose videos receive billions of views each month. Learn more at