**Join Quantum and be part of our growth in Guadalajara, MX!
We've recently opened our newest office and are excited to build a localized team.
**You must live in or near Guadalajara, MX to be considered for this role, but offer a remote and/or hybrid working model.
**What You'll Be Doing**:
- Drive the Services Knowledge Management Program.
- Combine, revise, and organize current articles into new knowledge based (KB) workflow.
- Design and own the architecture for the overall knowledge base and expert system implementation.
- Create templates to ensure information extracted from engineers meet a defined style and consistent format.
- Schedule regular reviews of the knowledge base to identify areas that need to be updated / expanded.
- Create strategies to optimize the effectiveness of the knowledge base through key word searches, filtering, etc.
- Review the structure of the knowledge base on a regular basis, to ensure that it reflects the needs of the business.
- Provide regular training to users of the knowledge base and gather feedback on a regular basis.
- Implement a feedback mechanism from customers to measure the quality and usability of the content as well as identify the needs for areas of improvement.
- Responsible for the analysis of social networks and formation of communities of practice within the organization to improve effectiveness of KB.
- Create programs to encourage the staff and workers to share knowledge effectively and efficiently.
- Create and manage Knowledge Management Dashboard that includes all relevant metrics like call deflection, number of hits, etc.
**Required Skills**:
- Degree in Computer Science or similar/equivalent educational qualifications with at least 5 or more years of experience in technical writing or managing knowledge base.
- A post graduate degree in Knowledge Base Management is a plus.
- Previous experience in implementing and managing a knowledgebase system in the high-tech industry with demonstrated results and background in the Knowledge-Centered Service (KCS) methodology preferred.
- Strong time management / prioritization skills.
- Excellent communication skills - both written and oral.
- Strong written English language skills.
- Organized and attention to details.
- Ability to work with mínimal supervision and develop, implement, and maintain effective strategies to accomplish identified goals.
- To succeed you need to be customer focused, passionate, and a self-starter who is not afraid to be creative and take risks.
- Ability to drive and motivate an international team of customer support, engineering, and professional resources to create content.
- Be innovative in your approach to the challenges presented and solutions delivered.
Quantum provides a benefit package that includes Major Medical, Dental, and Vision healthcare coverage that is company paid for employee and dependents.
In addition, we offer a generous vacation and vacation premium policy, and company paid holidays.
Further, we offer a bountiful Christmas bonus, grocery vouchers, and employee education assistance among many other benefit offerings and programs.