Knowledge Management Coordinator

• Updating the knowledge base with new or changing information
• Collaborating with agents, customer support supervisors and Subject Matter Experts to clarify needs, validate content and meet deadlines for knowledge delivery
• Reacting to feedback and analytics regarding the successful use of knowledge
• Organizing information and knowledge resources
• Aligning knowledge to support agent training and product releases
• Participating in activities that maintain the lifecycle of knowledge

• Authoring and maintaining both internal and customer-facing content within defined styles and standards for the benefit of Customer Support Agents and customers
• Collaborating with Customer Support team leads/managers to align knowledge content with message templates and training needs, and to acquire new information related to product introductions or changes resulting from releases
• Assuming responsibility for the quality of knowledge throughout its lifecycle by participating in regular reviews for ongoing accuracy, utility and adherence to defined styles and standards
• Leveraging feedback from Customer Service teams to enhance knowledge and drive improvement
• Verifying that old and unused content is removed from the knowledgebase and that flagged content is reviewed for archiving / cleanup / clarification
• Participating in trainings to ensure that knowledge and training are aligned
• Maintaining a high level of RealPage product expertise
• Responding to additional knowledge tasks and responsibilities as required

• Knowledge of the KM concepts, best practices, systems, platforms, frameworks, and tools typically deployed within a customer support environment.
• Understanding of how to convert intangible knowledge into tangible information
• Excellent written and verbal communication skills:

• Ability to represent complex processes with simple and understandable (written and verbal) instructions
• Ability to communicate to multiple audiences (internal, external, having various levels of technological capability, etc.) in multiple formats or types (troubleshooting, informational/about, FAQ, step-by-step)
• Excellent knowledge base platform technical skills:

• Ability to effectively author knowledge base articles with fundamental elements (tables, charts, images, advanced text formatting and linking, etc.)
• Ability to take advantage of unique knowledge base platform features (snippets, variables, image repositories, layout and advanced authoring tools such as code windows, etc.)
• Ability to effectively use taxonomy, tagging, document control and naming convention structures associated with knowledge management best practices
• Ability to effectively use article versioning systems, permissions systems, feedback systems and other knowledge base technical functions
• Familiarity with analyzing reports and data related to knowledge base use and user activity

• Be a highly organized self-starters with strong ability to work independently and maintain accuracy and attention to detail across multiple projects and competing deadlines
• Think analytically and be a solution-focused problem solver, with the ability to critically connect the dots and scale KM efforts in a fast-paced environment
• Take initiative with a bias towards action, and have a history of operating with urgency and responsiveness while being committed to excellence
• Be goal, metric, and results-oriented
• Have strong interpersonal communication skills with an ability to coach and mentor others
• Consistently meet or exceed set deadlines
• Have the ability to manage work within a ticket system

• Using dashboards and other metrics to manage capacity and track productivity expectations
• Using the system’s features to capture all information and communications related to assigned tasks

• Possesses a keen attention to detail and a focus on accuracy
• Take responsibility and accountability to empower customers and partners
• Be able to work independently and as part of a team
• Exhibit a team player attitude
• Lead with character in a collaborative environment
• Actively participate in training sessions, presentations, and meetings, maintaining a persuasive, encouraging, motivating, and professional demeanor.
• Engage in a consultative approach when collaborating with various business units, demonstrating resilience and perseverance to achieve long-term goals and advance knowledge management (KM) capabilities

• Proficiency in Microsoft Office applications, including Word, Outlook, PowerPoint, and Excel and the Microsoft Windows operating system
• Ability to collaborate and meet using Microsoft Teams
• Familiarity with Customer Relationship Management (CRM) software like Salesforce
• Minimum typing skills of 40-50 words per minute
• Proficiency in written and spoken English

• Bachelor’s degree or equivalent combination of education and experience
• Previous experience with knowledge or content management, or technical writing
• Cross product RealPage solution experience
• Ability to rapidly gain product knowledge and effectively communicate it to agents
• Previous customer support environment experience, preferably supporting a SAAS product(s)
• Understanding of property management at both the corporate and property levels

• Able to follow the RealPage’s work-in-office schedule
• Able to travel to other offices when needed
• Able to work both sitting and standing for extended periods of time
• Able to work during an assigned shift determined upon hire based on business need
• Able to work a flexible schedule, occasional overtime may be requested

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