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Ryder System Knowledge Base Administrator - Content Management - Ability To Work Remote in San Diego, California

Current Employees:

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You are the driving force behind our company.

Start your career with Ryder today!

MOVE YOUR CAREER FORWARD WITH RYDER!

Be a vital player for one of the largest and most recognizable names in Logistics, Transportation, Fleet Maintenance and Supply Chain Services in the World!

The Knowledge Base Administrator is a member of the Customer Success team whose primary responsibility is to encourage correct and widespread usage of the company's knowledge base. The KB Admin manages and executes the on-going creation and day-to-day management of internal and customer-facing content for the Whiplash Application Knowledge Base.

In addition to a comprehensive benefit package, a 401(K) Savings Plan with a company match, discounted stock purchase options, performance-based annual cost of living increases and we are proud to offer:

  • Comprehensive training and the ability to continue your professional development

  • Regional and local Ryder resources to help guide and support as we grow this offering.

  • The stability and peace-of-mind that comes with working for a World-Class, Fortune 500 organization that has been in business for over 85 years with over 40,000 employees worldwide.

We are seeking the best and most promising candidates to provide creativity, agility and superior customer service that will exceed our Customer’s expectation. The ability to embrace and utilize Technology as part of your daily routine is crucial. In addition, YOU are the management and professional representative of the Ryder organization.

If you possess a strong work ethic and a burning desire to succeed and grow your career, and your work experience and/or education aligns with the Requirements and Responsibilities listed below, please APPLY NOW!!

Responsibilities

  • Define the knowledge management strategy for the knowledge base and maintain high quality, up-to-date, and searchable content for audiences of varying skill level

  • Work effectively across the organization with stakeholders, service teams, trainers, curriculum developers and subject matter experts to develop and support new and existing products, features, and services.

  • Successfully respond to, prioritize, resolve, and as needed, escalate, knowledge base content requests from internal departments, particularly Customer Success and Product.

  • Lead, coach and develop a team of contributing authors from various departments

  • Develop and demonstrate expert knowledge of the Whiplash platform and services

  • Leverage Zendesk Explore analytics to evaluate business impact, track the usage and define efficiency of the knowledge base content.

Qualifications & Experience Requirements

  • Minimum 1 year experience with content management, knowledgebase tools, and portal search tools. Zendesk Guide experience strongly preferred.

  • Minimum 1 year experience with technical writing, editing, and proofing.

  • Customer support experience is a plus

  • 3rd party logistics/fulfillment experience is a plus

  • eComm experience is a plus

  • Demonstrated collaboration, troubleshooting, and diplomacy skills

  • Demonstrated effective written and verbal communication, to both internal & external customers

  • Excellent organization skills and attention to detail

Personal Success Characteristics

  • The ability to balance and prioritize multiple customer support issues and remain calm under pressure

  • Strategic problem solver, self-motivated and can manage change in a positive manner

  • Ability to quickly gain proficiency in new applications and technologies

  • Collaborative team player that holds themselves and others accountable to high performance

  • High level of personal drive and discipline with a desire to grow professionally

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Job Category: Logistics

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Job Seekers can review the Job Applicant Privacy Policy by clicking HERE. (https://ryder.com/job-applicant-privacy-policy)

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