Knowledge Base Specialist

About the team:

Our team is dedicated to empowering both our employees and customers through clear, accessible, and reliable information. We’re currently seeking a detail-oriented Knowledge Base Specialist to help us elevate the way we support Client Services, Retail teams, and our customer base. In this role, you’ll play a key part in creating and maintaining accurate SOPs, translating technical documentation into user-friendly formats, and developing scripts and resources that enhance the overall customer experience. If you have a passion for clear communication, strong time management, and a desire to become an expert in our products and services, you’ll thrive on our team.

Who we are looking for:

We are seeking a detail-oriented and proactive Knowledge Base Specialist with a passion for clear communication and process improvement. The ideal candidate is a strong writer with excellent organizational skills and the ability to translate complex information into easy-to-understand content. You should be able to manage multiple projects, collaborate across teams, and continuously look for ways to improve documentation and support resources. If you’re eager to learn our products inside and out and create content that empowers both employees and customers, we’d love to hear from you!

Still interested? Here's what the role looks like:

As a Knowledge Base Specialist, you’ll be responsible for creating and maintaining clear, accurate, and user-friendly content for Client Services, Retail teams, and customers. You’ll collaborate with subject matter experts across departments to gather information, ensure content accuracy, and keep documentation up to date. You’ll also track content performance, conduct regular audits, and identify opportunities for improvement. In addition to managing the knowledgebase, you’ll support and train internal users on how to effectively access and utilize available resources. This position will report to the Senior Director of Client Services. 

• Develop, update, and maintain content within the internal knowledgebase for Client Services and Retail, as well as the customer-facing Help Center on the GTA website.


• Ensure all documentation is clear, accurate, consistent, and easy to understand, aligning with established style and quality standards.


• Collaborate with subject matter experts and cross-functional stakeholders to gather information, verify details, and ensure content reflects current practices.


• Monitor usage data and performance metrics to identify opportunities for content enhancement and improved user engagement.


• Conduct routine audits and content reviews to identify outdated, inaccurate, or inconsistent information, and implement necessary updates.


• Provide training and guidance to internal teams on how to effectively access, navigate, and utilize knowledgebase resources.


• Participate in ongoing training related to knowledgebase tools and best practices.


• Perform other related duties as assigned to support the team and organizational goals.

 Candidates must show:

• Knowledge Sharing – Promotes a culture of learning and information accessibility across all teams, reinforcing the company’s mission and values through clear, consistent content.


• Technical Proficiency – Possesses a strong understanding of content management systems, knowledgebase tools, and technologies used in customer service operations; actively seeks to expand technical expertise through research and training.


• Written and Verbal Communication – Demonstrates excellent communication skills with the ability to translate complex concepts into clear, user-friendly documentation for diverse audiences.


• Presentation and Training Skills – Comfortable delivering briefings, conducting training sessions, and guiding internal teams on how to effectively use knowledge resources.


• Strong Organizational Skills – Skilled in managing multiple priorities, maintaining version control, and planning content updates in a fast-paced environment; highly detail-oriented and quality-focused.


• Reliability and Punctuality – Consistently meets attendance expectations and deadlines; ensures knowledgebase responsibilities are maintained during planned absences.


• Analytical Thinking and Decision-Making – Uses data and feedback to make informed decisions about content improvements; seeks input when needed and takes initiative to solve problems proactively.
  

 Here’s what you need to have:

• Bachelor’s degree in English, Communications, Journalism, Information Science, or a related field, or 3–5 years of relevant experience in technical writing, knowledge management, content development, or editorial oversight—experience in the telecommunications industry is a plus.


• Prior experience in customer service is preferred.


• Proficient in Microsoft Office applications (Word, Outlook, Excel) and able to quickly adapt to other systems required for the role.


• Strong interpersonal skills with excellent verbal (including active listening) and written communication abilities.


• Demonstrated ability to build effective working relationships across teams and departments.


• Eagerness to continuously expand technical knowledge through research and training.


• Maintains up-to-date knowledge of company products, services, promotions, and marketing efforts.


• Reliable and punctual, with a consistent record of strong attendance and dependability.
  

If you are still interested and the values below resonate with you, apply today!  

GTA Val-You’s: 

Our Customers Matter. Build Trust Through Respect.  Be Accountable.  Learning is Growth. Lead with Care. Win Together. Be a Game Changer.

Teleguam Holdings LLC dba GTA is an Equal Opportunity Employer 

Teleguam Holdings LLC, dba GTA is an Equal Opportunity employer dedicated to building an inclusive and diverse workforce as we see this is critical to the success of our company. Having diverse perspectives, experiences, and skills within our teams allows us to learn from each other and grow as individuals, which leads to better work and outcomes. Through our actions, our goal is to create long term impactful change throughout the company and our island community. However you identify or whatever background you come from, we welcome you to be a part of this change. We ask that you apply to a role that excites you and where you can bring your authentic, best self to work. Keep in mind that all aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

Read more about our commitment to these principles in the Department of Labor's EEO notices and Guam Department of Labor notices. 

Other applicable federal employment laws include Family Medical Leave Act (FMLA) and  Uniform Services Employment and Reemployment Act (USERRA).

Accommodations for Applicants with Disabilities 

Teleguam Holdings LLC, dba GTA has always worked to provide qualified applicants and employees who are disabled veterans or individuals with disabilities with needed reasonable accommodations in accordance with the ADA. If you have difficulty using our online system due to a disability and need an accommodation, please email us at [email protected] or call us at (671) 644-0300. 

**This job announcement closes on Friday, May 2, 2025.**