Knowledge Base Manager
4 days ago
We're a MassMutual-owned company with a new product that started in 2016. We are looking for someone to enhance and revamp our virtual knowledge base so customers will actively seek our online, self-directed, learning portal because of the immense value the portal provides. To create such an environment, you will need to fully understand what drives customer behavior to self-serve, the customer experience, frequently asked questions and common issues.
Although you don’t need the technical knowledge depth of a Developer Support Engineer, you need to be tech-savvy and interested in the DevOps world and jargon. You also need to be creative, proactive, have a bunch of ideas about how to improve our KB infrastructure and architecture and excited about the purpose of content serving knowledge. An output of your creativity and content creation/curation should be an active reduction in customer support center calls and an environment that shows active engagement.