Technical Writer and Knowledge Base Manager

DSI, a Dallas-based sales enablement company, has an immediate career opportunity for a Technical Writer and Knowledge Base Manager to oversee the day-to-day operations of our knowledge base. Our knowledge base is a critical tool for our 400-person call center. Recently, we finished a complete rebuild of the system and now the knowledge base is accessible to the entire company.

As the Knowledge Base Manager, you will ensure the system is constantly updated and easily understandable by employees across many channels. It is essential that you are a strong writer and project manager. You will own the knowledge base, continually making it better and making our teams better because of it.

The ideal candidate will have a call center Quality Assurance (QA) background along with experience writing articles and scripts that are easy to understand. You will be responsible for writing, editing, and updating support and sales content for the DSI seller and customer-facing agents, along with the sales enablement teams in the field. You must be able to understand complex topics and rewrite the content in multiple ways, depending on the audience.

Additionally, you will work with the call center, sales, communications, client marketing, and internal training stakeholders to discuss best practices and regularly review the content on the site. This role requires you to think critically about how content fits together, how it will get used, how it will be easily found, and, most importantly, how audiences will hear it. You will identify content gaps, while also keeping a vigilant eye for outdated material and acting quickly to make sure everyone has the latest information. You will be responsible for tracking critical metrics to measure content efficiency and optimize and improve the content as needed.

In this role, you will have at least one direct report; knowledge base coordinator/writer.

*This is an in-office position that will report to our Richardson, Texas office*

About DSI

DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners; through sales management, marketing assistance, hardware logistic solutions, immersive training, engineering expertise, and proprietary software solutions.

We believe that relationships are the most important part of our business. Whether it’s mobility, broadband, video, commercial, residential, L&I, MDU, or all; we are a one-stop solution to help sales partners uncover growth opportunities.

Requirements

Responsibilities

• Writing, editing, and maintaining support knowledge content
• Update content, ensure content clarity, and article usefulness with speed and accuracy
• Must be proactive in updating and supporting the site is required
• Managing the knowledge base website and dealing with issues as they arise
• Conduct content audits and analysis for optimization and accuracy
• Cultivate partnerships with cross-functional stakeholders across Sales, Call Center Management, Operations, and Training teams
• Act as a subject matter expert for knowledge across the organization
• Meet all key performance indicators and crucial operational metrics for knowledge activities

Requirements

• 3 to 5 years of experience in a technical writer and/or editor role
• 3 to 5 years of experience in knowledge-base management
• Call center QA experience preferred
• Experience managing and working with knowledge platforms and ticketing systems such as:
  • Zendesk Support, Zendesk Guide, Helpjuice, Guru, Shelf, Notion, Elevio, Cognility, Seva, Screensteps, Heyday, Stack Overflow, Confluence, Stonly and Trello
• Experience writing and editing concise, user-focused content (technical writing is a plus)
• Some technical knowledge of HTML and web publishing
• Effectively writes with an Audience/Customer-centric approach
• Analytical problem solver
• Independent and well-organized
• Expert collaborator
• Accustomed to a fast-paced, always changing, and evolving environment

Benefits

• Medical, Dental & Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
• 401k Plan with employer matching
• Paid vacation, personal/sick days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T wireless discount
• Paid training
• Advancement opportunities, we prefer to promote from within!