DSI Systems Inc., an Authorized AT&T Distributor Partner, is looking for a Knowledge Base Developer/Writer to design, build, and maintain clear, accurate, and engaging help content that empowers AT&T contact center agents and improves customer experience.
In this role, you will work closely with training teams, subject matter experts, and frontline agents to transform processes and policies into easy-to-understand documentation. Experience with HelpJuice or similar knowledge base platforms is required.
If you are a detail-oriented communicator with call center experience and a talent for simplifying complex topics, this is the opportunity for you!
Office requirements: In-office, Richardson, Texas
About DSI
Founded in 1984, DSI is a family-owned company committed to delivering exceptional value and measurable results to our clients and partners. Our comprehensive services include sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutions—all designed to drive growth and operational efficiency.
At DSI, we believe strong relationships are the foundation of lasting success. We serve as a one-stop solution across a range of markets—including mobility, broadband, video, commercial, residential, Lodging & Institutions, and Multi-Dwelling Units—empowering our sales partners to uncover new opportunities and maximize their potential.
Responsibilities
- Collaborate closely with the Knowledge Base Supervisor and Tower Trainers to ensure the accuracy of processes
- Assist in the creation, updating, and maintenance of knowledge base articles
- Develop and distribute weekly communications to inform partners of recent updates to the knowledge base
- Conduct weekly backups to ensure that the most recently updated articles are reflected in our Learning Management System (LMS) for accessibility purposes
- Work alongside the Knowledge Base Supervisor to refine existing processes, enhancing usability and clarity for users
- Write clear and concise content tailored for a non-technical, offshore audience
- Ensure that edits to knowledge base articles are performed accurately and completed in a timely manner to maintain resolution efficiency
- Ability to gain insights from weekly calls and meetings to formulate strategies and adjust content with our end-user in mind
- Perform additional responsibilities as assigned
Requirements
- Clear, dynamic, and precise communication skills with all levels of employees, from entry-level agents to leadership, both inside and outside our organization
- Experience with Knowledge Management systems/Knowledge Base (Help juice experience is highly desirable)
- Wireless, high-speed internet, and video customer knowledge
- Call center experience is highly desirable
- The qualified candidate should be able to create and deliver clear and precisely written processes with accuracy and ease
Computer Skills
- Microsoft Office Suite (PowerPoint, Excel, Word, Outlook), strong computer proficiency, web conferencing (ex., MS Teams, Zoom)
- LMS, Cloud storage services
- Knowledge management systems
- HTML 5, CSS3, JavaScript, Liquid not required but highly desirable
Additional Requirements
- Bachelor’s degree from an accredited institution in a related field (Communications, English, Theater/Performance Arts, Business, or Marketing)
- Neat, professional appearance
- Spanish Bilingual is a plus, but not required
Benefits
- Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
- 401k Plan with employer matching
- Paid vacation, personal/sick days, and bereavement time
- Employee Profit Sharing Program
- 50% AT&T wireless discount
- Paid training
- Advancement opportunities, we prefer to promote from within!