As a Community Support (CS) Knowledge Editor, you play a crucial role in maintaining knowledge platforms, communications, and information/process flows for our customer support specialists. Your primary responsibilities include translating information into clear, easy-to-understand content across internal knowledge bases, adhering to the company’s tone and voice standards. Let’s break down your key duties:

Key Responsibilities:

Maintain various content types within our knowledge bases, including:

1. FAQs
2. Community Support standard responses
3. Call-scripts
4. Short and long-form Help Center articles
5. How-to guides
6. Tool manuals

Collaborate with front-line support staff and cross-functional partners to notify them about changes made to our knowledge bases and Help Center.
Work on higher complexity content and knowledge projects under the supervision and guidance of experienced team members.
Actively address feedback tickets received from front-line support staff or cross-functional partners
Resolve knowledge gaps and improve the accuracy of information provided.

Required Expertise:

Must possess excellent writing, editing, and proofreading skills.
Thrive in a fast-paced environment and are comfortable with ambiguity.
Experience working with C/KM systems such as Drupal, Confluence, ContentStack, or Contenful.
Work autonomously and proactively seek support when needed.
Familiarity with applying SEO techniques.
Preferably a graduate of AB/BS in Journalism, Marketing, Communications, English, or related fields, or equivalent working experience.
Will be assigned at Eton Centris, QC
Willing to work on a temporary remote work setup but will soon transition to hybrid (3x work onsite)

Knowledge Editor (Community Support)

About Genpact PH