I managed the knowledge bases for numerous enterprise applications owned by a company and its many subsidiaries.
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I had several responsibilities.
+Being a quick learner.
+Being responsible for several products under the banner of Central Support meant that I had to quickly and rapidly learn new products with limited information.
+Analyzing real problems from real customers.
+I was tasked with reading customer support tickets one by one, in order to document the problems and solutions faced by actual customers.
+Writing clear and concise articles.
+After reading each ticket, I would have to write two different types of articles:
+Solution Articles
+Solution articles are written to deal with a unique problem-solution pair. These articles contain an overview of the problem and its diagnosed symptoms, as well as the documented solution.
+Troubleshooting Articles
+Troubleshooting articles are based on troubleshooting steps within tickets that have the same symptoms, but multiple different possible solutions. These articles contain a flowchart with various steps.
+Training and certifying support agents.
+Based on the amassed product knowledge within the articles written throughout the above process, I would create training units within a learning management system, consisting of either a test or a task based on each article/ticket pair.
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