Knowledge Management Expert (Customer Support)

Poland
Customer Support

iDeals is a global B2B SaaS product company recognized as the most highly rated and customer-centric in a secure business collaboration market. With more than 1, 000 000 users from 175,000 companies globally (mostly in the US and Europe), we are on a mission to create more prosperity in the world by accelerating high-stake business decisions. We achieve this by delivering extremely intuitive, highly secure, and robust software products that help people make high-impact decisions with less stress, higher quality, and shorter hours:

– iDeals Virtual Data Room: A web-based cloud platform used by companies in a wide range of industries to ensure secure confidential document sharing for online due diligence, fundraising transactions, corporate reporting, licensing, clinical trials, and other business goals.

– iDeals Board: A cloud platform with web and mobile applications used by board members, CEOs, executives, and corporate secretaries, to streamline governance and improve high-stake decisions in a fast, secure, and compliant way.

Join us in revolutionizing our knowledge management system and taking our global IT products to the next level as our Knowledge Management Expert (Customer Support). Your strategic vision, passion for automation, and making information accessible will be the driving force behind our knowledge-related activities. Working closely with our Customer Support and Quality Assurance Units, you will shape the structure and ontologies of our systems and have full autonomy to streamline the KM processes. Your input will help us increase efficiency and enhance the customer experience across our suite of products.

WHAT YOU WILL BE DOING:

  • Act as the primary liaison for Customer Support during new feature releases, overseeing the creation of manuals and knowledge testing 
  • Regularly coordinate the documentation and updating of Customer Support business processes such as work instructions, manuals, and how-to’s 
  • Lead KM process optimization projects and set up KM processes in new units
  • Identify, allocate, and track continual improvement actions and maintenance activities based on analysis made
  • Set up a training strategy and convert it into the yearly/quarterly training plan
  • Streamline testing and examination system to ensure knowledge adoption and identify gaps for additional training 
  • Arrange the process of additional training for identified knowledge gaps 
  • Review and enhance the onboarding program and the process of regular upskilling and competence development 
  • Track knowledge usage and efficiency, and reimagine the knowledge check system (e.g. CSR certification program)
  • Produce and distribute KM reports on a regular and on-demand basis
  • LMS management

    • WHAT YOU SHOULD HAVE:

  • Practical experience in strategic design, executing, and implementing knowledge management solutions and procedures (3+ years)
  • Experience in automation knowledge management processes
  • Strong project management skills (2+ years) 
  • Experience in organizing L&D activities
  • Fluency in English (C2)
  • Excellent writing and presentation skills with a focus on detail and quality
  • Adaptability and the proven ability to advocate for and lead change, and overcome obstacles during the change process
  • Strong critical thinking skills, including the ability to think creatively, conceptually, and analytically, and to gather and use evidence
  • Ability to align with business goals, focus on client needs, deliver value to stakeholders, and effectively manage resources and risks
  • Knowledge and experience with KB and LMS software and business process modeling tools

    • NICE TO HAVE:

  • Experience in self-service development using AI technologies

    • WHAT WE OFFER:

  • Remote-first work
  • iDeals Wellness Package: for medical insurance and health-related activities
  • Mental Health Support Package
  • Paid vacation, sick days, days off, and paid national holidays
  • Paid family leave
  • Paid pregnancy disability leave
  • Unlimited learning and development opportunities
  • Professional and self-development books and subscription services compensation
  • Sponsorship of participation in inspiration events, conferences, meetups
  • Obtain the company’s support if you decide to become a speaker or writer
  • Reimbursement of participation in sports competitionsInternational team-building activities
  • Support with organization workplace at home. Provided budget for home-office setup
  • High-end laptop and monitor – based on your working needs
  • Budget for additional IT equipment
  • Reimbursement of co-working space expenses
  • Internal growth policies
  • Regular performance and salary reviews
  • Generous internal referral program
  • iDeals Surprise Boxes from the People Experience
  • Excellence, Care, Trust, Collaboration, and Commitment are core values of the iDeals team

    •  

    Since 2008, iDeals has won the trust of half a million business users. We have supported thousands of customers to run high-value and mission-critical projects, from the cross-border sales of multi-billion-dollar assets to the development of revolutionary biotech products. Commitment to excellence has made iDeals the choice of big names, as well as ambitious startups. The growth goes on: the team is getting stronger; our client base and revenues are increasing year-on-year.

    OUR CULTURE

    We are driven by the mission of creating exceptional experiences for employees and customers alike. Our unwavering values of commitment and excellence inspire us to set the bar high, achieve the most ambitious goals, and push the limits further.

    Our diversity and different perspectives are the foundation of our success. Our two values collaboration and trust ensure that everyone has access to all the information, proactively shares thoughts, and leverages the teammates’ diverse opinions, experiences, and backgrounds. Both values help us to solve the most challenging problems. 

    Last but not least, care value drives us to create a positive work environment and make everyone feel valued. We also stand for iDealers’ physical, mental, financial, and personal well-being and encourage a healthy lifestyle and active living.

    iDealers work in a remote-first model, meaning we collaborate remotely from anywhere – either home, cafe, co-working space, or in one of our offices. And although we are located across the globe, we stay connected with the help of technology and ensure that everyone on our team feels surrounded by teammates and engaged with our common goals.

    iDeals is an equal-opportunity employer

    iDeals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, or citizenship.

    Marina Satyr

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