Knowledge Base Administrator

At Wizards of the Coast, we connect people around the world through play and imagination. From our genre defining games like Magic: The Gathering® and Dungeons & Dragons® to our growing multiverse, we continue to innovate and build new ways to foster friendship and connection. That’s where you come in

Are you a customer-centric, self-starter with experience maintaining multiple databases simultaneously? Do you enjoy using analytics and working with various teams throughout the company to continually develop an effective and crafted customer experience? We are seeking a Dynamic Knowledge Base Administrator!

You will own and handle our external knowledge base. It is your responsibility to make sure that customers can self-serve in finding answers to all their questions. We are looking for you to seek out new content, work with product teams and customer service, and we expect you to be able to work cross-functionally. The content you build and publish is our first line of support!

What You’ll Do

  • Build all English knowledge base article content; research and gather information, compose articles, and edit if necessary, code article content in HTML for publication as well as find, treat, and publish related images
  • Audit KB article content for consistency and accuracy; respond to/implement KB article requests from CS or based on CS needs
  • Manage and coordinate Knowledge Management workflow; Maintain and improve methodologies/guides for crafting content
  • Coordinate KB localization for all international sites; assign translation tasks to Content Writers and maintain feedback loop with Content Writers
  • Assess knowledgebase organization; utilize information from Zendesk and Google Analytics to report on knowledge base usage and efficiencies to improve content and drive conversations on improving the customer experience

What’s You’ll Bring

  • Strong attention to detail
  • Excellent written and oral communication skills
  • Knowledge of HTML and other web tools
  • Ability to think critically and adapt quickly to shifting business needs
  • Strong analytical, prioritization, and organizational skills

We are an Equal Opportunity / Affirmative Action Employer

The above is intended to describe the general content of and the requirements for satisfactory performance in this position. It is not to be construed as an exhaustive statement of the duties, responsibilities, or requirements of the position.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you are selected to move forward in our application process and need to request an accommodation, please contact recruiting@wizards.com.

Wizards Of The Coast is looking to hire a Knowledge Base Administrator at their Renton, WA, USA location. Job contains the tags English, Unity and HTML.
Job discovered on 9/24/2020

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