9 Knowledge Base Jobs

About Us We are a fast-growing SaaS company transforming the way scholarly publishers manage submission workflows. Our platform simplifies the author-to-editor-to-reviewer journey, enabling publishers, societies, organizers, and editorial teams to deliver a seamless, efficient, and transparent submission experience. With a deep understanding of academic publishing, we empower our clients to focus on what matters most: accelerating scholarly research. https://career.molecularconnections.com/job-openings/ About the Role As our Customer Support Manager , youll be the front line of support for our growing community of scholarly publishers,societies, associations, and conferences. You will lead and evolve our support function to ensure clients receive timely, empathetic, and technically sound assistance. Youll be instrumental in building a high-touch, scalable support model that reflects our commitment to partnership, precision, and user trust. Key Responsibilities Manage day-to-day customer support operations, ensuring quick resolution and high satisfaction Develop and optimize support workflows, including ticketing, escalation, and reporting Recruit, onboard, and lead a growing support team as we scale Collaborate cross-functionally with Product, Engineering, and Sales to surface user feedback, resolve bugs, and improve usability Build, maintain, and expand a searchable knowledge base and self-service help center Implement systems to track KPIs such as CSAT, response/resolution times, and ticket trends Advocate for customer needs while balancing internal priorities Handle complex or sensitive customer escalations with empathy and efficiency Qualifications 35+ years in customer support, with at least 12 years in a managerial or team lead role Experience working in a SaaS or tech-enabled service environment; startup experience a plus Familiarity with support tools like Hubspot, Jira, Notion, or similar Clear, empathetic communicator, both written and verbal Strong organizational and problem-solving skills, with attention to detail A customer-first mindset with a deep appreciation for service excellence Bonus: Experience in the scholarly publishing industry or familiarity with journal submission platforms (e.g., Editorial Manager and ScholarOne) Why Join Us Shape the future of scholarly communication at a mission-driven company Join a collaborative and intellectually curious team Work in a flexible, remote-friendly environment with competitive compensation Make a meaningful impact on the publishing process used by editors, researchers, and organizers globally Show more Show less

The Zoho CRM Consultant plays a crucial role in leveraging Zoho CRM to optimize business processes, enhance customer relationships, and drive sales effectiveness. As a Zoho CRM Consultant, you will be responsible for analyzing, implementing, and customizing Zoho CRM solutions to meet the unique needs of the organization and its clients. Your key responsibilities will include collaborating with stakeholders to understand business requirements and design Zoho CRM solutions. You will customize and configure Zoho CRM modules, workflows, and functions to align with business processes. Additionally, you will provide technical expertise in data migration, integration, and system implementation. Developing and executing Zoho CRM training programs for end users and administrators will also be part of your role. Furthermore, you will assist in troubleshooting and resolving CRM system issues and performance optimization. Collaboration with sales, marketing, and customer service teams to streamline operations using Zoho CRM will be essential. Creating reports and dashboards to provide insights into sales and customer data will also be a key responsibility. Staying updated with Zoho CRM updates and new features to recommend best practices and participating in pre-sales activities and client demonstrations of Zoho CRM capabilities are also part of the role. Lastly, managing and maintaining Zoho CRM documentation and knowledge base will be crucial. To qualify for this role, you must hold a Bachelor's degree in Business, IT, or a related field. Zoho CRM certification and demonstrable experience in Zoho CRM implementation are required. A proven track record in consulting or a similar role with a focus on CRM solutions is necessary. You should have a strong understanding of sales processes, customer relationship management, and business workflows. Proficiency in customizing Zoho CRM modules, workflows, and automation features is essential. Experience in data migration, integration, and system configuration is also required. You must have the ability to understand client requirements and translate them into CRM solutions. Excellent communication and presentation skills for client interactions are a must. Strong analytical and problem-solving abilities are also crucial. The ability to work independently and collaboratively in a team environment is necessary for this role. Skills required for this role include data management, sales processes, knowledge base management, problem-solving abilities, training programs development, customer relationship management, technical training, presentation skills, automation features, CRM solutions, integration, data migration, business processes, sales effectiveness, analytical abilities, sales, CRM features, Zoho CRM, CRM system implementation, client demonstrations, troubleshooting, pre-sales activities, communication skills, data reporting, reports and dashboards creation, documentation management, and customer-centric approach.,

You are a highly skilled Salesforce Technical Lead with 8-10 years of experience in Sales Cloud and Service Cloud. You will be joining the team onsite in Mumbai. Your role involves leading end-to-end Salesforce implementations, enhancements, and integrations focused on Sales Cloud and Service Cloud. You will design scalable and robust Salesforce architecture, lead a team of developers, and ensure successful project delivery. Your responsibilities include developing high-quality code using Apex, Visualforce, Lightning Web Components (LWC), and other Salesforce technologies. You will implement automation using Flows, Workflow Rules, and Process Builder, oversee data migration activities and integration using REST/SOAP APIs, and ensure adherence to Salesforce best practices and governance policies. Additionally, you will conduct code reviews, provide technical guidance to the development team, support deployment and release management processes (CI/CD), and contribute to UAT and production support. You must have 8-10 years of hands-on Salesforce experience with a strong focus on Sales Cloud and Service Cloud. Expert-level understanding of Salesforce platform capabilities, limitations, and best practices is required. Proficiency in Apex, SOQL, SOSL, LWC, Triggers, Batch Apex, and Visualforce is essential. Experience with Service Console, Email-to-Case, Omni-Channel, Knowledge Base, and other tools is necessary. Strong knowledge of the object model, security model, and automation tools is expected. Experience with data tools like Data Loader, Workbench, and integration platforms is preferred. You should have proven experience leading mid-to-large Salesforce teams or projects. Familiarity with DevOps tools like Gearset, Copado, Jenkins, etc., is a plus. Mandatory certifications include Salesforce Platform Developer I, Salesforce Sales Cloud Consultant, and Salesforce Service Cloud Consultant. Additional certifications such as Application Architect or System Architect are a bonus.,

You are a highly motivated and enthusiastic Service Desk L1 Engineer who will be the first point of contact for customers seeking technical assistance. You will provide initial support and troubleshooting for various IT issues. As an entry-level position, this role is perfect for recent graduates looking to kickstart their careers in IT support. Your responsibilities will include serving as the initial point of contact for customers seeking technical assistance via phone, email, or Self Ticket. You will identify, diagnose, and resolve basic technical issues related to hardware, software, and network connectivity. Logging and tracking all incidents and service requests in the ticketing system will be crucial, ensuring accurate and detailed documentation. Additionally, you will assist users with password resets, account unlocks, and basic application support. For more complex issues, you will escalate them to higher-level support teams (L2/L3) as needed, while ensuring timely follow-up and resolution. Contributing to the creation and maintenance of internal knowledge base articles and user guides will also be part of your role. Providing exceptional customer service with a positive and professional demeanor at all times is essential. You will collaborate with other IT team members to ensure efficient resolution of technical issues and continuous improvement of service processes. Having a bachelor's degree in Information Technology, Computer Science, or a related field along with basic understanding of computer hardware, software, and networking concepts is required. Strong analytical and problem-solving skills, excellent communication abilities, and a customer-centric mindset are necessary for this role. Being adaptable, a team player, and willing to learn and grow are qualities that will help you succeed. Relevant certifications such as ITIL Foundation and prior internship or practical experience in an IT support role are advantageous. In return, you can expect a competitive salary and benefits package, opportunities for professional development and career advancement, a supportive and inclusive work environment, and hands-on training and mentorship from experienced IT professionals.,

You will be responsible for supporting Cisco UCCE / UCCX / PCCE solutions and 3rd party Call recording platforms. You should have a strong understanding of Cisco ICM/CCMP/CVP/CUIC and troubleshooting. Knowledge of VOIP protocols like SIP, H.323, and MGCP is essential, along with familiarity with ITIL processes. Understanding Cisco Voice network deployment models and the functioning of voice network devices is crucial. Experience with VOIP and Performance Management Tools, as well as integration with other tools, is required. You must have expertise in Telecom infrastructure protocols such as ISDN and analog signaling. The role involves working in a 24/7 business support environment. Ideal candidates should possess 4-7 years of experience on Cisco Voice platforms and have worked with CUCM/UCCE/UCCH/CVP platforms. Strong verbal and written communication skills are necessary to work and coordinate with Third Party Providers and OEMs for problem resolution. As an L2 Cisco UCCE Engineer, you will perform advanced remote/on-site troubleshooting activities, including system design issues, upgrade plans, technical product documentation creation, and site coordination. You will act as a point of contact for service delivery issues, pending work, and escalations. Providing team support, contributing to process improvements, maintaining/updating the Knowledge Base and documentation, and initiating/implementing process improvements are key responsibilities. Key Skills required for this role include proficiency in Cisco ICM/CCMP/CVP/CUIC and troubleshooting, as well as MACD creation knowledge in Cisco UCCE & IPT platforms. Excellent communication and conversation skills (Verbal and Written) are essential, along with strong analytical and problem-solving abilities. This position is based in PUN and requires a minimum of 3 years of relevant experience. If you meet these qualifications and are ready to take on a challenging and rewarding role, please reach out to RMG at RMG@SERVION.COM for further details.,

As a Service Desk Engineer at Lenovo, you will play a crucial role in providing IT technical support and services to users through various communication channels including telephone, email, and online platforms. Your responsibilities will include troubleshooting, service request handling, information inquiry, ticket updates, and operation guidance for operating systems, application software, network, and information security based on client standards. Moreover, you will provide specialized support for VIP users and document system operation and maintenance procedures while updating and optimizing knowledge base and workflow. In this role, you will be expected to swiftly identify and resolve system failures, analyze the root causes of issues, and recommend preventive measures. You will collaborate with the level 2 team for knowledge transfer to the service desk team. Additionally, you will act as a shift leader to oversee on-site business operations and address escalated difficult or urgent issues effectively. To qualify for this position, you should possess good oral and written English skills along with a bachelor's degree or higher and a minimum of five years of relevant experience in desktop operation and maintenance. A strong service-oriented mindset, teamwork spirit, excellent learning abilities, and cheerful personality are essential attributes for success in this role. You must also demonstrate exceptional communication, understanding, and problem-solving skills. Furthermore, the ability to work in a 24/7 night-shift rotation and proficiency in operating system registry, group policy, services, logs, CMD commands, and system platform maintenance are required qualifications. Lenovo follows stringent policies and legal compliance throughout the recruitment process, ensuring transparency and fairness. Interviews may be conducted via audio, video, or in-person by official Lenovo representatives. To verify job offers, please visit the official Lenovo careers page or contact IndiaTA@lenovo.com. Stay vigilant against recruitment fraud and report any suspicious activity to the local authorities. Join Lenovo in shaping a more inclusive, trustworthy, and smarter future for everyone, everywhere.,

Write, edit, and maintain technical documents including user manuals, SOPs, API documentation, installation guides, and release notes Collaborate with developers, QA, product managers, SMEs Create knowledge base articles, FAQs, case studies, blogs, Required Candidate profile Ensure clarity, accuracy, and consistency across all written content Manage and update content in (CMS) or documentation tools Edit and proofread documents for grammar, technical accuracy, and tone Perks and benefits Perks and Benefits

We are looking for a highly skilled Network Access Control Product Engineer with 3 to 8 years of experience to join our team. The ideal candidate will have expertise in designing, engineering, and implementing network access control solutions. ### Roles and Responsibility Design and develop network access control products and technology components across all instances and use cases. Provide consulting services to other teams and act as a level four escalation for complex issues. Create designs based on industry best practices and solid engineering principles, incorporating local and global requirements. Develop and maintain documentation for configuration guidelines and templates. Engage with Level 3 support teams to ensure they have the necessary training and knowledge base articles. Troubleshoot complex environments and deliver projects within scope and budget. ### Job Requirements Expert-level knowledge and experience with Cisco ISE, including database management. Advanced skills in planning, designing, and troubleshooting complex environments. Experience in dealing with external vendors and suppliers in the network industry. Excellent knowledge of network access control technologies, environments, management, and monitoring tools. Strong understanding of enterprise office network environments, including IoT. Knowledge of Windows and Macintosh Operating systems specifically around network access control. Ability to make technical decisions in support of Architecture, Strategy, Service Management, and Operations functions within the project and escalated troubleshooting contexts. Demonstrated experience in various aspects of Security technology infrastructure design and implementation. Security-related professional qualifications and service management qualifications (ITIL Foundation). Bachelor's degree in a technical discipline such as Engineering or Computer Science or a related discipline, plus an industry accreditation or equivalent work experience. Inclusive, proactive, high-achieving team player who shows a passion for technology and services. Flexible working patterns with a strong work ethic to do the right thing at the right time – even if that is late evening or at weekends.

Perform transactions, maintain accurate system data, analysing and creating operational reports, and data entry and system transactions using Oracle applications and provide daily status and reports to management. Identify areas for process improvement, cost savings, and collaborate with associates to improve efficiency, productivity, and processes. Analyst for monitoring and processing of daily hardware requests with accuracy in a timely manner. Ship hardware to end user or destination, in compliance with Oracle Policies and Procedures. LSP Procedures, Systems and Transportation Networks essential. Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Perform hardware setup and installation, deliver hardware to internal network sites, and participate in projects as dictated by the business need. Communicate to management team regularly operational status and provide insights on performance trends as well as recommendations on how to exceed plan and accelerate productivity and growth. Organize inventory and handle variety of daily operations inquiries and issues. Assist team with hardware devices configurations for laptops, network equipment, tokens, etc., Review and update procedures to ensure accuracy to meet business requirements. Keep lab associated work areas clean, safe and follow all safety guidelines, and consistently demonstrates and incorporates principals of safety for self and others into daily activities. Troubleshoot basic issues independently and report issues to management. May travel to assist network hardware installation or removals. Additional Requirements: Responsible for shipping, receiving, storing, and distributing Computer Hardware, Peripherals and related and equipment. Includes material planning and scheduling. Meets with suppliers to ensure highest quality Hardware deliveries within established lead times. Career Level - IC1 Responsibilities Perform transactions, maintain accurate system data, analysing and creating operational reports, and data entry and system transactions using Oracle applications and provide daily status and reports to management. Identify areas for process improvement, cost savings, and collaborate with associates to improve efficiency, productivity, and processes. Analyst for monitoring and processing of daily hardware requests with accuracy in a timely manner. Ship hardware to end user or destination, in compliance with Oracle Policies and Procedures. LSP Procedures, Systems and Transportation Networks essential. Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Perform hardware setup and installation, deliver hardware to internal network sites, and participate in projects as dictated by the business need. Communicate to management team regularly operational status and provide insights on performance trends as well as recommendations on how to exceed plan and accelerate productivity and growth. Organize inventory and handle variety of daily operations inquiries and issues. Assist team with hardware devices configurations for laptops, network equipment, tokens, etc., Review and update procedures to ensure accuracy to meet business requirements. Keep lab associated work areas clean, safe and follow all safety guidelines, and consistently demonstrates and incorporates principals of safety for self and others into daily activities. Troubleshoot basic issues independently and report issues to management. May travel to assist network hardware installation or removals. Additional Requirements: Responsible for shipping, receiving, storing, and distributing Computer Hardware, Peripherals and related and equipment. Includes material planning and scheduling. Meets with suppliers to ensure highest quality Hardware deliveries within established lead times.