SUMMARY
The Knowledge Content Coach is an individual contributor responsible for curating product related knowledge articles for the benefit of Customer Support agents, customers, and AI agents. The ideal candidate will be detail-oriented, has excellent communication skills, and proven ability to collaborate in a fast-paced SaaS environment. This is an important role within the Transformation & Business Management team working collaboratively with various Support teams to ensure the efficient use of knowledge.This role focuses on curating content, collaborating with agents, and delivering product related insights to effectively resolve technical issues related to RealPage software.
By collaborating with key Operations team members, this individual is a key part of the broader Support ecosystem. The Knowledge Content Coach can directly impact Tier 1 resolution rate for a given product and improve customer satisfaction through a high-quality and accurate knowledge base.
PRIMARY RESPONSIBILITIES
Knowledge Content
- Creates and maintains knowledge base for one or more products for customers, human and AI agents
- Helps create or uses best practices for creation, dissemination, and engagement
- Acts as an SME and thought partner to Customer Support
- Provides training and coaching on use of knowledge base and tools
- Can identify issues and patterns and help resolve
- Tasks may be a combination of tactical and technical
- Works autonomously but with guidance from immediate management and peers for complex issues
Best Practices and Standards
- Works with relevant content and training teams to ensure clear hand-offs and expectations
- Monitors usage, quality, and impact of knowledge articles through effective reporting and insights
- Proactively reviews cases with Support agents to determine effectiveness of knowledge
- Participates/leads knowledge sharing sessions, workshops, or lunch and learns
- Leverages tools and technology to drive efficiency in content curation
QUALIFICATIONS
Required:
- Bachelor's degree in Information Management, Library Science, Business Administration, or a related field.
- Minimum of 2 years of experience in knowledge management, information management, Customer Support Operations or a related field. 1+ years coaching/training a plus.
- Technical and business writing in a SaaS environment
Preferred Qualifications:
- RealPage product certifications.
Work Environment:
- Fast-paced, customer-focused support environment.
- Hybrid work setup
- Occasional overtime or on-call support during critical periods.
KNOWLEDGE/SKILLS/ABILITIES
Required:Technical Skills:
- Proficiency in RealPage, other multi-family, or similar SaaS software solutions.
- Familiarity with support tools (e.g., Salesforce, AI related).
- Intermediate knowledge of Microsoft PowerPoint, Word and Excel.
Soft Skills:
- Excellent communication, interpersonal, and problem-solving skills.
- Strong organizational & time-management skills with the ability to handle multiple tasks
- Ability to collaborate effectively with team members
