Knowledge Base Specialist

Creating A Healthier Way of Living

Rinnai America Corporation is the leader in tankless water heating, a technology that is growing rapidly as businesses and homes “yank the tank” and convert to an efficient, endless supply of hot water and the only tankless water heating manufacturer in the US. We have a commitment to our employees and a strong, accountable culture with a practice of giving back to our communities.

Rinnai America Corporation (RAC) is looking for RAC-STARS! Check out why Rinnai is the hottest place to work https://www.rinnai.us/about/why-rinnai.

What does a Knowledge Base Specialist do at Rinnai?

Build and maintain the complete lifecycle of internal and external knowledge articles. Author new and revised article libraries. Collect feedback from the user communities to prioritize new articles, article revisions, knowledge hierarchy and permissions, streamline publishing rules and style guides, and effectively manage decommissioning and archiving.

• The position is open to remote candidates. Candidates based in Georgia will be considered for either an on-site or hybrid remote arrangement, depending on their proximity to the headquarters.
• Other Perks/Benefits: Best-in-class health benefit programs that provide eligibility on 1st day of employment, 401k match, Paid Volunteer Community Service Day, and so much more.
  
  

Responsibilities

• Develop and implement updated publishing rules and style guides to effectively manage Rinnai’s internal / external Knowledge Base Library
• Primary author of all Knowledge Base content, both internal and customer-facing
• Manage the intake, approvals and publishing of user-submitted articles
• Manage the end-to-end article lifecycle: from sourcing, authoring, editing, publishing, revising and retiring/archiving
• Manage the ongoing continuous improvement of articles by facilitating ongoing feedback with user communities to improve content
• Manage deadlines and KPI’s of the Digital Engagement organization to ensure all article authoring Service Level Agreements (SLA’s) are met
• Organize information within the style and parameters of Rinnai’s Knowledge Base system. Ensure accurate and sustainable file structures, permissions, and hierarchies
• Maintain knowledge and skill across multiple technology platforms (Salesforce, CSI, Knowledge Base) to ensure effective delivery of new content and facilitate integration of Knowledge within new technologies (ex. KB within CCaS IVR and agent desktop)
• Educate workforce on new Knowledge Articles and policies; communicate the value of new methods or systems. Support stakeholders through change management
• Effectively communicate new content with stakeholders on an ad-hoc or timed basis
• Work with Product Management, Innovation & Marketing to ensure alignment with new product releases and changes.
  
  

Requirements

KNOWLEDGE

• High school diploma, GED or equivalent required. Bachelor’s degree preferred
• Minimum 3 years of I.T., technical related support, or other related back-office experience; preferably in a call-center environment
• Proven and demonstrated technical appliance experience. Background in electrical, electronics, plumbing systems, hydronics, and/or boiler systems a plus
  
  

Skills

• Confident, professional, and courteous.
• Logical assessment of problems to develop effective solutions
• Excellent verbal, nonverbal and written communication skills to deliver and interpret information exchange concisely. Able to convey concepts and deliverables to all levels of the organization
• Ability to quickly shift priorities based on changes in the business
• High degree of technical and analytical skills.
• Time management skills, with the ability to listen and follow through with appropriate action.
• Ability to take ownership and responsibility of the duties to maintain high levels of effectiveness
  
  

Abilities

• Ability to proactively identify continuous improvement initiatives to reduce repetitive errors and effectively process to enhance customer experience.
• Ability to sort through complex data, prioritizes, and resolves multi levels of information.
• Ability to work cooperatively and effectively in a team while developing effective interdepartmental relationships at all levels of the organization.
• Working within the framework of large, multi-functional projects and effectively prioritize and accomplish tasks and deadlines
• Ability to plan and operate with a minimum of supervision.
• Approachable, able to establish rapport.
• Professional approach with commitment to achievement of goals
  
  

Physical Requirements

Physical Activities

• Remaining in a stationary position, often standing, or sitting for prolonged periods
• Repeating motions that may include the wrists, hands and/or fingers.
• Communicating with others to exchange information.
  
  

Environment Conditions

• No adverse environmental conditions expected.
  
  

Physical Demands

• Light work that includes moving objects up to 20 pounds.
  
  

Benefits

Medical, Dental, Vision, and Prescription

Flexible Spending Account (FSA) options for Medical and Dependent Care

Paid Time Off (PTO), Floating Holidays (FH)

Paid Holidays

401(k) Plan with Company Match

Company Paid Life Insurance

Voluntary Life Insurance

Short- and Long-Term Disability

Professional Development

Tuition Reimbursement

Annual Incentive Plan (AIP)

Referral Bonuses

Paid Volunteer Community Service Day

Tobacco and Drug-Free Campuses

Employee, family, and friend’s discount

Rinnai America Corporation is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.