Job Detail

Knowledge Base Analyst (Contract) at
Palo Alto, CA, US is a leader in financial process automation for small businesses and mid-size companies. Making it simple to connect and do business, the Back Office Cloud digitizes, automates and simplifies legacy payment and financial processes. With an integrated, end-to-end platform, leverages artificial intelligence to reduce manual work, and provides a cloud workspace to help run your business anytime, anywhere. The company partners with four of the largest U.S. financial institutions, more than 70 of the top 100 U.S. accounting firms, and major accounting software providers. manages more than $70B in annual payment volume across ACH, virtual cards, checks, and international payments. The company has offices in Palo Alto, California and Houston, Texas. For more information, or follow @billcom.
The Knowledge Base Analyst will assist with creating, maintaining, and optimizing content on BillOpedia for our internal support resource and external help centers. The knowledge base system is used for the external customers, as well as the internal teams to support the efficient handling of customer interactions. The Knowledge Base Analyst will focus on increasing self-service and contact deflection using Contentful application and Solvvy as a self-help resource. Core responsibility will be to review content usage reports on a daily basis, evaluate the effectiveness of the self-help knowledge base and contact deflection rates and analyzing data with the higher focus on improving the customer experience and reducing inbound contacts.

Professional Experience/Background to be successful in this role:

    • 2+ years of experience as a Knowledge base specialist within a similar industry or function 
    • Experience creating, maintaining, and optimizing content for internal and external consumption
    • Must have Zendesk CRM experience, as it is one of the main data sources 
    • Prior experience with Solvvy and/or Contentful or similar applications a plus
    • Excellent presentation and interpersonal skills 
    • Excellent critical, analytical, and strategic skills, including the ability to quickly assimilate new information
    • Ability to learn from customer data, analyze past projects, and recommend to leadership ways to improve the customer experience and support and operations strategy 
    • Hands on experience including vLookups, Pivot tables, conditional formatting, formulas and functions
    • Strong written and verbal communication skills plus a proven ability to communicate clearly and effectively with customers, partners, and internal teams
    • Ability to work in a high pressure and fast paced environment while bringing teams together, meeting deadlines and performing at high standards

Competencies (Attributes needed to be successful in this role):

    • Functional / Technical Expertise
    • Learning Agility
    • Written Communication
    • Positive Impact
    • Results Orientation
    • High Standards
    • Self Objectivity
    • Presentation Skills
    • Creativity
    • Composure
    • Drive/Energy
    • Active Listening
    • Customer Orientation
    • Change Agility
    • Attention to detail Culture:
●      Humble – No ego
●      Fun –  Celebrate the moments
●      Authentic – We are who we are
●      Passionate – Love what you do  
●      Dedicated – To each other and the customer