Knowledge Based Specialist

4 weeks ago

Pune, India Ranger Technical Resources Full time

Position Summary:Our partner, a technology-led manufacturer operating at a national scale, is adding a Knowledge Base Analyst to bring structure, accuracy, and scalability to its internal technical support knowledge. The goal is to consolidate internal content into a single, reliable source within Salesforce so Tech Support agents can resolve customer issues faster and more consistently. As the Analyst, you’ll play a key role in organizing content, identifying gaps across multiple systems, and ensuring every troubleshooting guide and SOP is clear, searchable, and reliable. Expect to audit scattered resources, design a scalable structure, and turn tribal know-how into step-by-step guidance that actually helps during live support calls. This is a hands-on knowledge management and content operations role built to directly improve agent response time, customer satisfaction, and operational efficiency.Experience and Education:- BS in Computer Science, Information Systems, Technical Communication, or equivalent experience/field- Background in knowledge management, content operations, or instructional design for technical products and hardware troubleshooting- Success managing a support knowledge base inside Salesforce Knowledge or a comparable KMS- Experience consolidating fragmented content from tools like Confluence, Jira, shared drives, and PDFs into a governed repository- Cross-functional work with Support, Product, Engineering, and Training to capture processes and document changes- Be able to capture measurable wins such as improving searchability, time to answer, or first contact resolution through content quality and structure- Exposure to AI-assisted knowledge workflows, such as recommended articles or agent assist a plusSkills and Strengths:- Salesforce Knowledge- Knowledge management- Content governance- Gap analysis- Process mapping- SOP writing- Troubleshooting guides- Taxonomy design- Metadata management- Content lifecycle management- Search optimization- Version control- Stakeholder interviews- Confluence- Jira- Learning management systems- Technical editing- Analytics and KPIs- AI enablementPrimary Job Responsibilities:- Own the internal knowledge base in Salesforce Knowledge and make it the single source of truth for agents- Audit current articles across Salesforce, Confluence, Jira, and PDFs, and lead the migration plan to Salesforce- Define article templates, taxonomy, metadata, and review workflows to keep content current and consistent- Conduct knowledge audits and gap assessments tied to top call drivers and failure modes in the field- Translate SME input into stepwise diagnostics, decision trees, and resolution flows that work during live calls- Build and maintain SOPs and troubleshooting playbooks mapped to real symptoms, diagnostics, and fixes- Partner with Technical Training to align onboarding and refreshers with the knowledge base content- Collaborate with Product and Engineering to document new features and changes ahead of release- Instrument usage analytics, search terms, and deflection metrics to guide backlog and improvements- Pilot AI-assisted article surfacing and drafting workflows to improve content velocity and agent experience- Establish versioning, approvals, and sunset rules to remove stale or conflicting guidance- Create simple visuals where needed to clarify wiring, sequences, or controller states- Maintain a prioritized content roadmap focused on impact to handle time and first contact resolution- Provide enablement sessions for agents and supervisors on finding and using content effectively

  • Knowledge Based Specialist

    4 weeks ago

    Pune, India Ranger Technical Resources Full time

    Position Summary:Our partner, a technology-led manufacturer operating at a national scale, is adding a Knowledge Base Analyst to bring structure, accuracy, and scalability to its internal technical support knowledge. The goal is to consolidate internal content into a single, reliable source within Salesforce so Tech Support agents can resolve customer issues...

  • Knowledge Based Specialist

    4 weeks ago

    Pune, India Ranger Technical Resources Full time

    Position Summary:Our partner, a technology-led manufacturer operating at a national scale, is adding a Knowledge Base Analyst to bring structure, accuracy, and scalability to its internal technical support knowledge. The goal is to consolidate internal content into a single, reliable source within Salesforce so Tech Support agents can resolve customer issues...

  • Knowledge Based Specialist

    4 weeks ago

    Pune, India Ranger Technical Resources Full time

    Position Summary:Our partner, a technology-led manufacturer operating at a national scale, is adding a Knowledge Base Analyst to bring structure, accuracy, and scalability to its internal technical support knowledge. The goal is to consolidate internal content into a single, reliable source within Salesforce so Tech Support agents can resolve customer issues...

  • Knowledge Based Specialist

    4 weeks ago

    Pune, India Ranger Technical Resources Full time

    Position Summary:Our partner, a technology-led manufacturer operating at a national scale, is adding a Knowledge Base Analyst to bring structure, accuracy, and scalability to its internal technical support knowledge. The goal is to consolidate internal content into a single, reliable source within Salesforce so Tech Support agents can resolve customer issues...

  • Knowledge Based Specialist

    4 weeks ago

    Pune, India Ranger Technical Resources Full time

    Position Summary: Our partner, a technology-led manufacturer operating at a national scale, is adding a Knowledge Base Analyst to bring structure, accuracy, and scalability to its internal technical support knowledge. The goal is to consolidate internal content into a single, reliable source within Salesforce so Tech Support agents can resolve customer...

  • Knowledge Based Specialist

    4 weeks ago

    Pune, India Ranger Technical Resources Full time

    Position Summary: Our partner, a technology-led manufacturer operating at a national scale, is adding a Knowledge Base Analyst to bring structure, accuracy, and scalability to its internal technical support knowledge. The goal is to consolidate internal content into a single, reliable source within Salesforce so Tech Support agents can resolve customer...

  • Knowledge Based Specialist

    4 weeks ago

    Pune, India Ranger Technical Resources Full time

    Position Summary: Our partner, a technology-led manufacturer operating at a national scale, is adding a Knowledge Base Analyst to bring structure, accuracy, and scalability to its internal technical support knowledge. The goal is to consolidate internal content into a single, reliable source within Salesforce so Tech Support agents can resolve customer...

  • Knowledge Based Specialist

    1 week ago

    Pune, Maharashtra, India Ranger Technical Resources Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Position Summary:Our partner, a technology-led manufacturer operating at a national scale, is adding a Knowledge Base Analyst to bring structure, accuracy, and scalability to its internal technical support knowledge. The goal is to consolidate internal content into a single, reliable source within Salesforce so Tech Support agents can resolve customer issues...

  • Knowledge Based Specialist

    4 weeks ago

    Pune, India Ranger Technical Resources Full time

    Job Description Position Summary: Our partner, a technology-led manufacturer operating at a national scale, is adding a Knowledge Base Analyst to bring structure, accuracy, and scalability to its internal technical support knowledge. The goal is to consolidate internal content into a single, reliable source within Salesforce so Tech Support agents can...

  • Knowledge Based Specialist

    4 weeks ago

    Pune, Maharashtra, India, Maharashtra Ranger Technical Resources Full time

    Position Summary:Our partner, a technology-led manufacturer operating at a national scale, is adding a Knowledge Base Analyst to bring structure, accuracy, and scalability to its internal technical support knowledge. The goal is to consolidate internal content into a single, reliable source within Salesforce so Tech Support agents can resolve customer issues...