Piktochart
Country : Malaysia
  • Full-time

Knowledge Management Specialist

We are a bunch of curious and passionate people of different backgrounds and origins joined together for one mission - to empower people around the globe to tell powerful visual stories that matter.

 

What we do?

Piktochart is a visual editor and has over 11 million users. No complex design software. No heavy designer fees.
Just a simple, intuitive tool that helps you and your team tell stories with the visual impact they deserve.

Responsibilities

Are you looking to break free of your corporate ‘shackles’?  Do you want to find a company that will encourage you to design and implement your own cutting-edge Knowledge Management resources, for a product that is currently used by millions across the globe? Do you love to help people learn or find yourself helping friends interpret difficult documentation? Do you believe that well-thought out guides and training manuals can be a game-changer for companies?  If you have answered yes to most of these questions, then Piktochart is looking for you!

Your mission:

  •   Develop high quality Knowledge Base content (articles, videos) to better educate customers and users.
  •   Work closely with internal stakeholders to obtain an in-depth understanding of the product and the documentation requirements.
  •   Create, analyse, update and optimise new and existing content.
  •   Proactively develop content to support product development roll-outs and close potential knowledge and process gaps.
  •   Produce high-quality documentation that meets applicable standards and is appropriate for its intended audience.
  •   Write easy-to-understand user interface text and online help.
  •   Create tutorials, webinars and videos to support users via a variety of applications.
  •   Develop a knowledge-sharing culture through training, education, communications and engagement (internal and external).
  •   Be Piktochart’s knowledge expert and conduct training/refresher sessions for new-starters and experienced employees alike.
  •   Ensure Knowledge Management and Self-Service initiatives are intuitive and scalable.
  •   Champion those initiatives to ensure that Piktochart teams in all departments drive customers towards leveraging all available Resources (Knowledge Base Self-service flow, articles, videos etc.)
  •   Develop and maintain a deep understanding of our products and industry knowledge to be able to transform difficult concepts and processes into relatable, easy-to- follow resources.
  •   Develop and implement best practices for serving our customers that will reduce churn rates to an absolute minimum.
  •   Measure and track the success of these initiatives and then adapt and adjust quickly and effectively.

 

Requirements

You offer:

  •   An outstanding command of the English Language - written and spoken.
  •   A passion for Knowledge Management and learning resources with an aptitude for understanding and relating to a customer’s journey with Piktochart.
  •   Self-motivation, team-orientation, responsibility, and a customer centric personality.
  •   A strong and proven track record of successfully managing knowledge or learning resources and developing and conducting training.
  •   A genuine appreciation of technology and an understanding of enterprise internet business models and online processes terminology, concepts and strategies.
  •   The ability to leverage ad highlight product features for the benefit of customers.
  •   A detail-oriented work ethic with strong initiative, organizational skills and the ability to multi-task and prioritize in a fast paced, dynamic work environment.
  •   Basic experience in working with Google Apps (Gmail, docs, calendars).
  •   Exceptional presentation and communication skills, both verbal and written.
  •   The flexibility to work across different time zones (attend at least 1x online meetings per week in Malaysian/US time zone).

 

Nice to have :

  • 2-3 years of relevant experience in Media/Tech SaaS industry.
  • Some experience working within SLAs (Service Level Agreements) and achieving tight KPIs (Key Performance Indicators).
  • Experience in developing (familiar with relevant tools) videos, webinars etc as Knowledge Management Resources.

Total applicants :7 Job posted 1 month ago Total Views : 107 Unique Views : 106 Today Views : 4


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