Job Description

SONIFI® Solutions, the leader in technology solutions for the hospitality and healthcare industries, is looking to add a Knowledge Domain Expert to our team in Sioux Falls, SD. This is a full-time non-exempt position in the Technical Assistance Center ("TAC") in which you will expand and refine the effectiveness of SONIFI’s technical knowledge base, which is used by internal teams and external customers. This position requires analytical thinking, trouble shooting, good customer service, as well as strong verbal and written communication skills.


What you’ll do:

  • Assists in the fundamental and ongoing development and maintenance of the knowledge base.
  • Develop actionable content, including troubleshooting guides, training and learning documents, implementation and upgrade procedures, and customer facing self-service documents across our products.  
  • Edit existing knowledge content to ensure that it is relevant, accurate, actionable, and easy to understand for its consumers. 
  • Develop your own subject matter expertise related to technical support know-how, while partnering closely with other SMEs to consolidate knowledge, and translate procedures into high-quality knowledge outputs.
  • Partner with various departments to ensure knowledge content is current, accurate, and appropriately used in on-going team member training and onboarding.  Proactively identify knowledge gaps and inventory needs for prioritization.
  • Suggests improvements to knowledge platforms as needed, and advocates for changes necessary to support the knowledge base as an effective tool for achieving business objectives.
  • Build close relationships with customers and colleagues to understand their operational needs and technical challenges and to help them achieve the greatest value from the knowledge domain.
  • Actively seeks solutions to customer needs, communicating trends to leadership and provides suggestions for innovation solutions.
  • Engages internal and external customers to continuously seek feedback, edits and refines based on feedback, and create content plans (roadmaps and effort) in support of SONIFI’s content initiatives.

What you’ll need:

  • 4-year bachelor’s degree in a related technical discipline, 2 years of experience in a technical environment or equivalent combination of education and experience.
  • Excellent verbal and written communication skills. 
  • Must be able to comprehend technical procedures and translate them into compelling technical documentation.
  • Experience and ability to create effective "how-to" videos or tutorials is preferred.
  • Ability to collaborate in a team environment, proactively engage subject matter experts.
  • Experience in a knowledge centered service environment is a plus.
  • Must be self-motivated, able to progress multiple projects, meet deadlines and manage time effectively. 
  • Problem-solver who is willing to learn and contribute in a fast-paced environment.
  • Experience with Salesforce CRM and Confluence or similar CRM and knowledge base platforms preferred.
  • Proficient in standard MS Office applications. 

 

SONIFI’s team is changing people's lives through memorable guest experiences - all delivered through an integrated technology and service platform. We work with global brands like AT&T, LG and Samsung and leverage technology from Google and Amazon. SONIFI's core solutions include interactive television, streaming, Internet access, Free-To-Guest, and healthcare integrations, along with unparalleled nationwide technical support and professional services.

 

Together, we can build your future! We offer a competitive salary and a great benefits package, which includes Health, Dental, Vision & Life Insurance, 401(k) with company match, 11 Company-paid Holidays, Paid Time Off and a variety of additional benefits!

 

SONIFI and SONIFI Health value diversity and we are proud to be an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

 

If you require assistance in filling out our online application due to a disability, please contact Human Resources at 605-988-1000. 

 

For more information about Equal Employment Opportunity, please visit: https://www.eeoc.gov/.

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Application Instructions

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