Overview

We are looking for a Knowledge Management Support Specialist to establish and maintain support processes by gathering knowledge, creating detailed documentation and ensuring the Global Service Desk operates with up-to-date instructions and educational programs.

Responsibilities:
  • Gather knowledge from different sources required for establishing and maintaining the support process
  • Create detailed instructions for Global Service Desk operators from scratch
  • Update Global Service Desk / Client's Knowledge Base and keep instructions up-to-date
  • Identify gaps in the current processes and suggest improvements and updates to them
  • Share knowledge and information within the department and the whole organization
  • Check Global Service Desk operators' knowledge of new and updated support processes
  • Communicate with L2 / L3 specialists
  • Create and update educational programs for Global Service Desk operators
Required Qualifications:
  • Background in support, as a Technical Writer or BA would be of great advantage
  • Proficiency in English at B2+ level and higher
  • Excellent verbal and written communication skills
  • Capability to remain stress-resistant and cool-headed in tough situations
  • Competency in handling and structuring high volumes of information
  • Skills in analytical thinking and identifying dependencies and inconsistencies in processes
  • Strong problem-solving and research skills
  • Advanced troubleshooting and multitasking skills
  • Capability to work in a team and think as a team
  • Motivated, organized and responsible with quick learning ability and attention to detail
Benefits:
  • Delivering innovative solutions to industry leaders, making a global impact
  • Enjoyable working environment, whether it is the vibrant office or the comfort of your home
  • Opportunity to work abroad for up to two months per year
  • Relocation opportunities within our offices in 55+ countries
  • Corporate and social events
  • Leadership development, career advising, soft skills and well-being programs
  • Certifications, including GCP, Azure and AWS
  • Unlimited access to LinkedIn Learning and Udemy
  • Free English classes with certified teachers
  • Participation in the Employee Stock Purchase Plan
  • Monetary bonuses for engaging in the referral program
  • Comprehensive medical & family care package
  • Four trust days per year for personal needs
  • Discounts for fitness clubs
  • Benefits package (hotels, restaurants, stores and services)
Nice To Have:
  • Proficiency in Russian at B2+ level and higher
  • Knowledge Base Management
  • Knowledge Management
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