Knowledge Base Special

Support Services Group (SSG) is a global provider of business process outsourcing (BPO) solutions, delivering high-quality customer support, technical assistance, and back-office services. Our commitment to innovation and operational excellence drives value for our clients and empowers our teams.

We are seeking an experienced and detail-oriented Knowledge Base Specialist to join our team in Mandaluyong City. This role is responsible for developing, managing, and maintaining the company’s knowledge base to ensure accurate, up-to-date, and accessible information for internal teams and external clients. The ideal candidate will be skilled in content creation, knowledge management strategies, and stakeholder collaboration.

Key Responsibilities:

• Develop, maintain, and organize knowledge base articles, FAQs, and documentation for internal and external use.
• Collaborate with subject matter experts to gather information and translate it into user-friendly content.
• Ensure knowledge base materials are accurate, comprehensive, and aligned with business processes and client needs.
• Monitor and evaluate knowledge base usage, effectiveness, and user feedback to identify improvement opportunities.
• Regularly review and update content to reflect changes in processes, policies, or client requirements.
• Implement tagging, categorization, and search optimization techniques to enhance content discoverability.
• Train and support teams on the effective use of the knowledge base platform.
• Work closely with IT and support teams to manage platform enhancements and resolve technical issues.

Required Skills & Qualifications:

• Bachelor’s degree in Communications, Information Management, Business Administration, or related field.
• 2+ years of experience in knowledge management, technical writing, or content development, preferably in a BPO or customer support environment.
• Strong written communication skills with the ability to simplify complex concepts.
• Proficiency in content management systems (CMS) and knowledge base platforms.
• Excellent organizational and project management skills with a keen eye for detail.
• Ability to collaborate across departments and manage multiple projects simultaneously.
• Analytical mindset to assess content performance and user engagement metrics.

Preferred Qualifications:

• Familiarity with customer service processes and tools (e.g., CRM systems, helpdesk software).
• Experience in developing multimedia content (e.g., video tutorials, infographics).
• Knowledge of best practices in knowledge management and information architecture.

What We Offer:

• Competitive salary and comprehensive benefits package
• Professional development and growth opportunities
• A supportive and collaborative work environment

Support Services Group (SSG) is a global leader in providing business process outsourcing (BPO) solutions for customer support, technical assistance, and back-office functions. We are committed to delivering world-class service and innovative solutions that drive client success.