Vimeo Knowledge Management Analyst II 

India, Karnataka, Bengaluru 

96535569

What you’ll do:

• Partner with support specialists, product managers, and other subject matter experts to create and maintain the articles and videos in our knowledge base
• Closely communicate with our support team and cross-team stakeholders to identify and remedy knowledge gaps
• Assist with chatbot administration, such as designing automated conversations, identifying user intents, and matching customer queries to knowledge base content
• Execute routine content review and maintenance tasks
• Contribute ideas towards improving content strategy and the overall self-service experience

Skills and knowledge you should possess:

• 1-3 years experience, ideally in a customer support role with some experience producing help documentation, working on knowledge bases, or creating support content
• Outstanding writing skills, including a knack for articulating instructional information, prioritizing accuracy and clarity for customers
• Ability to learn quickly and think critically about provided information, convert it into customer-friendly guides, and adapt based on audience
• Strong visual formatting sensibilities
• Familiarity with content standards or style guide
• Ability to manage competing priorities and moving deadlines
• Comfortable working independently, taking ownership of tasks, and kicking off projects
• Strong collaborator and clear communicator

Bonus points (nice skills to have, but not needed):

• Experience with video products and terminology is a plus
• Knowledge of Zendesk Support, Zendesk Guide (Help Center), and Confluence Cloud preferred