[Hiring] Knowledge Base Specialist @CNX

Role Description

A knowledge base analyst gathers, organizes, analyzes, and maintains information within a company's knowledge base to improve decision-making, efficiency, and customer support. They collaborate with teams, develop documentation, analyze data to identify trends, and ensure the knowledge base is accurate, relevant, and easily accessible to users. This role can involve supporting the implementation of AI tools and evolving the organization's knowledge management practices. They play a key role in ensuring that our frontline case managers have the ability to have key answers to complex issues at their fingertips. Our guests deserve a seamless and consistent overall experience, and one that is best in class!

• Content Management: Creating, editing, organizing, and updating knowledge base articles, technical documentation, and other relevant content.
• Data Analysis: Gathering and analyzing data to identify trends, patterns, and areas for improvement within the knowledge base and overall knowledge management systems.
• Collaboration: Working with various teams, such as training, quality, product development, and IT, to ensure information flows accurately and meets their needs.
• Quality Assurance: Ensuring the knowledge base contains accurate, current, and customer-centric information.
• Technology Support: Supporting the evaluation and implementation of technologies, including AI tools, to enhance the functionality and effectiveness of the knowledge base.
• User Support & Training: Assisting users in accessing and utilizing the knowledge base, which can include training employees on knowledge management tools.

Qualifications

• High school diploma or GED.
• At least 1-2 years of customer service experience; automotive industry experience is preferred.
• Experience in writing material, proofreading, developing process documents, and process flows.
• Strong computer proficiency with the ability to navigate multiple applications.
• Excellent written and verbal communication skills to effectively engage with customers.
• A passion for the automotive industry with a propensity for problem-solving, while always maintaining a pleasant and professional manner.
• Ability to work both independently and within a team, demonstrating patience, attention to detail, all while focusing on multi-task efficiency.

Requirements

• Base salary range of CAD 38,000 - 42,000 annually; pay rate will not be below applicable minimum wage.
• Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies.
• The deadline to apply for this position is September 25, 2026.
• This position is for an existing, immediate vacancy, and we are seeking to fill this role with an individual who can start as soon as possible.

Benefits

• We challenge conventions to deliver outcomes unimagined by creating customer experiences that go beyond WOW.