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Were looking for a Knowledge Management Analyst to join our Customer Support Operations team to help scale the self-help experience for both our customers & our global support team. The ideal candidate is an exceptional writer with an innate ability to organize complex information into easily consumable & discoverable content. They should also have a keen eye for identifying issues with & improving existing support documentation.

This role will report to the Manager, Knowledge Management, & will collaborate with numerous teams across the organization to plan for product releases & audit existing materials. We are looking for someone who has a knack for writing copy, unpacking complex concepts, organization, thoroughness, & innovation when it comes to improving the self-help experience as a whole.

What youll do:

  • Partner with support specialists, support operations, product managers, & other subject matter experts to write & maintain the articles in our knowledge bases & advise on best practices
  • Closely communicate with our support team to identify & remedy knowledge gaps in internal & external knowledge
  • Collaborate with stakeholders in preparing content for new product releases
  • Regularly audit & evaluate content for freshness & accuracy
  • Contribute ideas towards improving content strategy & the overall self-service experience

Skills & knowledge you should possess:

  • 1-3 years experience, ideally in a support role with some experience producing help documentation, working on knowledge bases, or writing support content
  • Outstanding writer able to articulate insightful information & adapt based on audience
  • Strong visual formatting sensibilities
  • Familiarity with & interest in style guides
  • Ability to manage competing priorities & publishing deadlines 
  • Comfortable working independently & kicking off projects
  • Strong collaborator & clear communicator
  •  

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

  • Experience with video products & terminology is a plus
  • Knowledge of Zendesk Support, Zendesk Guide (Help Center), & Confluence Cloud preferred

#LI-BT1

Vimeo (NASDAQ: VMEO) is the worlds leading all-in-one video software solution. Our platform enables any professional, team, & organization to unlock the power of video to create, collaborate & communicate. We proudly serve our growing community of over 260 million users from creatives to entrepreneurs to the worlds largest companies.

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 & global community. Were proud to be an equal opportunity employer where diversity, equity, & inclusion is championed in how we build our products, develop our leaders, & strengthen our culture.

Learn more at www.vimeo.com

Learn more at www.vimeo.com/jobs

 
 
 
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