Knowledge Base Specialist

Are you a detail-oriented individual with a call center background and a knack for crafting clear, engaging content? DSI, a growing Dallas-based sales enablement and custom business solutions company, founded in 1984 and family-owned, has an immediate career opportunity for a motivated individual to join us as a Knowledge Base specialist. In this role, you will leverage your call center experience and precision writing skills to create instructional content that supports our teams and enhances the customer experience.  

Travel or office requirements: In-office, Richardson, Texas

About DSI

DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners through sales management, marketing assistance, hardware logistic solutions, immersive training, engineering expertise, and proprietary software solutions.

We believe that relationships are the most important part of our business. Whether it's mobility, broadband, video, commercial, residential, Lodging & Institutions, Multi-Dwelling Units, or all, we are a one-stop solution to help sales partners uncover growth opportunities.

Essential Functions

To perform this job successfully, an individual must be able to excel at each essential function, which includes but is not limited to:

• Collaborate closely with the Knowledge Base Supervisor and Tower Trainers to ensure the accuracy of processes
• Assist in the creation, updating, and maintenance of knowledge base articles
• Develop and distribute weekly communications to inform partners of recent updates to the knowledge base
• Conduct weekly backups to ensure that the most recently updated articles are reflected in our Learning Management System (LMS) for accessibility purposes
• Work alongside the Knowledge Base Supervisor to refine existing processes, enhancing usability and clarity for users
• Write clear and concise content tailored for a non-technical, offshore audience
• Ensure that edits to knowledge base articles are performed accurately and completed in a timely manner to maintain resolution efficiency
• Ability to gain insights from weekly calls and meetings to formulate strategies and adjust content with our end-user in mind
• Perform additional responsibilities as assigned

• Clear, dynamic, and precise communication skills with all levels of employees, from entry-level agents to leadership, both inside and outside our organization
• Experience with Knowledge Management systems/Knowledge Base (Help juice experience is highly desirable)
• Wireless, high-speed internet, video customer knowledge
• Call center experience is highly desirable
• The qualified candidate should be able to create and deliver clear and precisely written processes with accuracy and ease

Computer Skills

• Microsoft Office Suite (PowerPoint, Excel, Word, Outlook), strong computer proficiency, web conferencing (ex. MS Teams, Zoom)
• LMS, Cloud storage services
• Knowledge management systems
• HTML 5, CSS3, JavaScript, Liquid not required but highly desirable

Additional Requirements

• Bachelor’s degree from an accredited institution in a related field (Communications, English, Theater/Performance Arts, Business, or Marketing)
• Neat, professional appearance
• Spanish Bilingual is a plus but not required

• Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
• 401k Plan with employer matching
• Paid vacation, personal/sick days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T Wireless discount
• Paid training
• Advancement opportunities, we prefer to promote from within!