Have you excelled at creating knowledge base articles to increase the support team’s productivity? Have you developed technical knowledge base articles or playbooks for multiple software products? Are you a rock star using instructional design tools? If so, you belong to our elite Knowledge Team!

As a Knowledge Architect, you will create and maintain a library of training courses, maintain the central repository of knowledge articles, write pages and playbooks within the central support confluence space, and manage multiple stakeholders and Subject Matter Experts (SME). Your ability to work on multiple projects concurrently will be a great differentiator in this role.

“Being a Knowledge Specialist means thinking outside-of-the-box and finding creative ways to work closely with myriad Trilogy teams, gather mounds of information, and then synthesize that information into an amazing learning experience for others. It’s not always easy and the processes are a little more freeform but the payoff is incredibly rewarding when you see your hard work helping agents to resolve tickets faster.”

Louise T, Knowledge Architect

On a daily basis you will:

Create and Maintain a Library of Training Courses

Create and Maintain the central repository of Knowledge Articles

Create and Maintain pages and playbooks within the Central Support Confluence space

Manage multiple stakeholders and Subject Matter Experts

Work on multiple projects concurrentlyTo excel in this position you will need to:

Excellent written and spoken English

+2 years of experience as a Teacher, Trainer, Technical Writer, Graphic Designer, Learning & Development Instructional Designer, or Project Manager

Customer support operational experience is an added bonus

You must have great attention to detail, and a love of working with processes

Customer Experience background and focus

Experience using learning course creation tools (Articulate, Docebo, Canvas LMS, TalentLMS, etc), graphics design, and Knowledge base systems is required to at least a basic to intermediate level.

Experience in creating and publishing at least 1 article per day, or 3 training modules per week

Have Impeccable communication skills in English and keen attention to detail.

Have an eye for design, effective time management and previous training experience are great additions.

Other highly desirable skills/experience include:

Proficiency in other Languages besides English

Have an eye for design, effective time management and previous training experience are great additions.