Help Center Manager
- or -
Post a project like this$20/hr
- Posted:
- Proposals: 4
- Remote
- #2024801
- Expired
Description
Experience Level: Intermediate
We are a funded and fast-growing technology startup, located in San Francisco. We help sales and marketing teams prospect smarter and have thoughtful, personalized conversations at exactly the right time. We offer a deal intelligence platform that makes access to “big data” available to any corporate analyst or individual in real-time, allowing them to make better investment decisions.
We have built an environment where each and every member of our team is contributing to the growth and development of our service and our brand. We are positive, problem solvers, adaptable to change and solution oriented! Does this sound like a team you want to grow your career with?
The Help Center Manager role is a role for smart, savvy content manager to help us with leading, planning and supporting the implementation of the Help Center Management Strategy within the organization. We’re looking for a detail-driven professional who loves technology, and someone who loves writing and communicating technical information.
The Help Center Manager is expected to:
Develop Knowledge Assets
Research, develop and implement knowledge management practices as they apply to organizational culture, operational processes, and our technology.
Manage the lifecycle of the knowledge assets including setting up regular checkpoints to identify their accuracy and current relevance.
Manage Help Center Systems
Work across the organization to identify the internal and external requirements for a help center and/or help center system.
Identify the right set of technical solutions for managing knowledge and present them to a cross functional team for review.
In conjunction with corporate IT, maintain the systems that are required to develop and deliver knowledge.
Manage Cross-Functional Programs
Promote knowledge sharing through the organization's operational business processes and systems by, among others, strengthening links between knowledge sharing and the information systems, and improving integration among information systems in the organization, to facilitate seamless exchange of information across systems.
Coordinate meetings with internal and external teams to manage milestones, requirements, schedules, and technical issues.
Represent the needs of Customer Success, Engineering, Business Development, Sales and Marketing in prioritizing the development of knowledge assets.
Essentials:
3+ years working in startup SAAS company, enterprise software or a similar field.
BA in English or the social sciences, or a BS in a technical field.
Experience in cloud, virtualization, security, and/or storage technologies.
Excellent organizational skills, attention to detail and ability to manage multiple tasks.
Excellent written and verbal communication skills; love of writing and blogging.
Ability to be trusted with sensitive or confidential information.
An entrepreneurial spirit and passion for winning.
Enthusiastic, competitive nature; self-motivated and disciplined.
Excellent listener, desire to learn and adapt to new concepts and technologies.
Thrives in a fast-paced, agile environment.
Enjoys working in teams.
Nice to have’s but not required:
- Knowledge of Slack
- Typing skills (at least 40 wpm)
Technology Requirements:
Windows:
Intel® i-series (i3 or higher) or AMD Athlon® 64 processor or higher
Microsoft Windows 7 or later preferred
Mac:
Multicore Intel processor
Apple Mac OS X 10.9 (Maverick) or later preferred
1 GB of RAM or higher
Latest versions of Google Chrome (preferred), Firefox, Internet Explorer, or Safari browser (Not dev/beta builds).
Working webcam and microphone/speakers or a headset
Stable Wired Internet Connection with Minimum of 1.5 mbps download and 0.5 Mbps upload
Candidate Selection Process:
1. Complete Pre-screen Questionnaire
2. Interview with Recruiter
3. Completed Trial Assessment Pace (Fixed Price)
4. Review of Fixed Priced Trial Output
5. Offer / On-boarding
6. Hourly Contract (Probation)
Paulino H.
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