Customer Support Knowledge Management Specialist

Planet DDS is the leading provider of cloud-enabled dental software solutions serving over 10,000 practices in North America with over 60,000 users. The company delivers a complete platform of solutions for dental practices including Denticon Practice Management, Apteryx XVWeb Digital Imaging, Cloud 9 Practice Management (for Orthodontist practices) and Legwork Patient Relationship Management. Planet DDS is committed to creating value for its dental practice clients by solving the most urgent challenges facing today’s dental practices in North America.
As a Customer Support Knowledge Management Specialist, you will play a pivotal role in ensuring the efficiency and effectiveness of our customer support operations by managing and optimizing our knowledge management systems. You will be responsible for creating, organizing, updating, and maintaining our knowledge base to facilitate the resolution of customer inquiries and issues. Additionally, you will collaborate with cross-functional teams to identify opportunities for process improvements and implement best practices in knowledge management.
This is a hybrid role working 1-2x per week out of one of our four locations (Irvine, CA | Akron, OH | Phoenix, AZ | Atlanta, GA)
JOB DUTIES 

• Knowledge Base Management:
  
  • Develop and maintain a comprehensive knowledge base comprising articles, FAQs, troubleshooting guides, and other resources to support customer service representatives.
  • Regularly review and update existing content to ensure accuracy, relevance, and completeness.
  • Implement tagging and categorization systems to facilitate easy navigation and retrieval of information.
• Content Creation and Documentation:
  
  • Create clear, concise, and user-friendly documentation for internal and external stakeholders.
  • Work closely with subject matter experts to gather information and insights for creating new knowledge base content.
  • Standardize documentation formats and templates to maintain consistency across all materials.
• Continuous Improvement:
  
  • Analyze customer support metrics and feedback to identify knowledge gaps and areas for improvement.
  • Proactively identify opportunities to enhance the efficiency and effectiveness of knowledge management processes.
  • Collaborate with cross-functional teams to implement best practices and drive continuous improvement initiatives.
• Training and Onboarding:
  
  • Develop training materials and resources to onboard new customer support representatives on knowledge management systems and processes.
  • Conduct training sessions and workshops to educate team members on utilizing the knowledge base effectively.
• Quality Assurance:
  
  • Perform regular audits and quality checks on knowledge base content to ensure accuracy, consistency, and relevance.
  • Implement measures to monitor and maintain the quality of information available to customer support representatives.

Skills and Qualifications:

• Bachelor's degree in Business Administration, Information Science, Communication, or related field.
• 5-7 years of proven experience in knowledge management, content creation, or documentation.
• Familiarity with knowledge management platforms and tools (e.g., Zendesk Guide, Salesforce Knowledge, Confluence).
• Strong organizational skills with the ability to prioritize tasks and manage multiple projects simultaneously.
• Excellent written and verbal communication skills.
• Analytical mindset with the ability to interpret data and metrics to drive decision-making.
• Collaborative and team-oriented approach with the ability to work effectively across functional teams.

• Experience working in a customer support or service environment.
• Familiarity with customer relationship management (CRM) systems.
• Certification in knowledge management or related field (e.g., KCS certification).