Knowledge Base Architect for Customer Experience

Best Practice Software; City of Brisbane; On-site; AUD 70,000 - 110,000; Full time

Benefits offered by this job

B-Perks Program

Job summary

Best Practice Software in Bundaberg or Brisbane, Queensland is seeking a Customer Experience Specialist (Technical Writing) to turn complex product and clinical information into clear, user-friendly knowledge content for internal teams. You will curate and publish knowledge base articles, run audits, and work with Support, Training and Product leaders to ensure accuracy and consistency.

The role focuses on documenting resolutions, maintaining approved responses, and contributing to onboarding

Qualifications

• Strong technical writing skills with the ability to structure information logically and write with clarity, brevity and consistency for a non-technical reader.
• Sharp eye for detail and high standard for accuracy, grammar and adherence to style and content standards.
• Curiosity and confidence to interrogate subject matter experts until content is correct.

Responsibilities

• Write, edit and publish internal knowledge base articles to a defined standard, turning complex product and technical information into clear, accurate content for internal teams.
• Review knowledge base daily and run audits to keep content current, archiving or rewriting obsolete content.
• Partner with Support, Training, Account Management, Partnership or Product Leaders to translate resolutions into reusable documentation and validate content before publication.
• Maintain and improve the register of approved responses and tips to keep answers consistent across the team.
• Contribute to onboarding and product training content and track impact on handle times, FCR and CSAT.
• Collaborate with QA and Data Analytics to support quality monitoring and reporting as needed.

Skills

Technical writing

Content auditing

Stakeholder collaboration

Editing & proofreading

Job description

Best Practice Software in Bundaberg or Brisbane, Queensland is seeking a Customer Experience Specialist (Technical Writing) to turn complex product and clinical information into clear, user-friendly knowledge content for internal teams. You will curate and publish knowledge base articles, run audits, and work with Support, Training and Product leaders to ensure accuracy and consistency.

The role focuses on documenting resolutions, maintaining approved responses, and contributing to onboarding