Content Management (Knowledge Base admin)

About the role

The Knowledge Base Administrator is responsible for creating, editing, organizing, and managing content on the ASK Portal to ensure call center agents have access to accurate and up-to-date information. This includes FAQs, troubleshooting guides, product details, and promotional content that enable agents to deliver efficient and effective customer support. The role focuses on maintaining the knowledge base, structuring content for usability, and updating information.

Key responsibilities

• Create, edit, and update knowledge articles, FAQs, troubleshooting guides, and product information.
• Ensure all content is accurate, consistent, and easy to understand for call center agents.
• Organize and structure the knowledge base to make information easy to search and access.
• Collaborate with internal teams to gather and validate content updates (e.g., product launches, promotions, policies).
• Monitor and update content regularly based on customer feedback, business changes, or system updates.
• Track usage and feedback to continuously improve knowledge base effectiveness.

About you

• Strong writing and editing skills with the ability to simplify complex or raw information into clear, user-friendly content.
• Experience in content management, technical writing, or knowledge base administration (preferred).
• Familiarity with call center operations, FAQs, and troubleshooting workflows is an advantage.
• Detail-oriented, organized, and proactive in maintaining content accuracy and relevance.