Knowledge Doc Consultant l

RF-SMART•Kent, OH

About The Position

RF-SMART is looking for a Knowledge Doc Consultant I to join our team and help shape the future of how we create, manage, and deliver knowledge. This role sits at the intersection of technical writing, content strategy, and emerging AI technology, making it a unique opportunity for someone eager to grow their skills while making a real impact. As a key contributor to RF-SMART's documentation ecosystem, you'll help empower customers and employees to find answers on their own, and you'll do it by leveraging the latest AI tools, including RF-SMART's own internal AI tool, to work smarter and at scale. If you're curious, a strong communicator, and genuinely excited about the role AI plays in modern support and documentation, we want to hear from you.

Requirements

Demonstrated comfort using AI tools in a professional or academic context , including hands-on experience with platforms like ChatGPT, Copilot, or similar. Clear ability to show how AI has improved your work.
Must be willing and eager to adopt RF-SMART's internal AI tool as a daily resource, treating it as a core part of the job rather than an optional add-on.
Ability to critically evaluate AI-generated content for accuracy, tone, and appropriateness before publishing, understanding that AI is a collaborator, not a final authority.
A genuine enthusiasm for the evolving role of AI in documentation, support, and knowledge management, with a proactive mindset toward continuous learning and adoption.
Solid writing skills with a desire to grow in technical writing. The ability to communicate clearly and simply is more important than prior technical writing experience.
Ability to adapt tone and complexity when writing for different audiences, such as end users versus internal staff.
Basic comfort with performance metrics and reporting; willingness to learn how to use dashboards and analytics tools to inform content decisions.
An analytical mindset that enjoys using data to ask "what's working, and what isn't?"
Ability to manage multiple content tasks and coordinate with cross-functional teams in an organized, deadline-driven manner.
Openness to structure, following and contributing to established content workflows, approval processes, and style standards.
Strong interpersonal skills and a collaborative mindset; this person works across many teams and must communicate effectively at all levels.
A self-starter attitude with a growth mindset — someone who takes initiative, asks good questions, and is always looking to improve.

Nice To Haves

Some familiarity with NetSuite ERP or comparable ERP platforms is a plus; a willingness and ability to quickly learn complex product functionality is essential.
Experience with or exposure to Knowledge Base or Content Management Systems such as Freshdesk, Confluence, Zendesk, ServiceNow, or similar platforms is preferred.
This is an entry to early-career level role. Prior experience in customer support, technical writing, professional services, or content management preferred.

Responsibilities

Contribute to the creation, editing, and maintenance of RF-SMART's Knowledge Base, producing clear and accurate help articles for both external customers and internal employees.
Help ensure content stays current, well-organized, and easy to find across a growing library of product documentation.
Learn and apply RF-SMART's content standards, style guides, and structural templates to maintain consistency across all published material.
Actively demonstrate AI usage as a core part of the role . This is not a passive skill but an expectation that AI tools are applied daily to improve output quality, speed, and coverage.
Utilize RF-SMART's internal AI tool as a primary resource in day-to-day work, leveraging it to research product functionality, surface knowledge gaps, draft and refine content, and answer internal questions more efficiently.
Incorporate AI writing and content tools (such as ChatGPT, Copilot, or similar platforms) alongside RF-SMART's internal AI tool to accelerate content creation and identify documentation opportunities at scale.
Use AI-assisted analysis to surface recurring customer questions and support trends, proactively generating documentation that addresses common pain points before they become support cases.
Serve as an engaged participant in RF-SMART's ongoing AI adoption efforts. Regularly testing new tools, contributing feedback, and helping establish best practices for effective and responsible AI use in content workflows.
Explore AI-driven search and content recommendation features within the Knowledge Base platform to improve how customers discover and interact with articles.
Stay current on emerging AI capabilities relevant to documentation, self-service support, and knowledge management, bringing new ideas and use cases to the team regularly.
Work alongside NetSuite ERP product, support, and professional services teams to gather technical knowledge and translate it into clear, usable documentation.
Coordinate content reviews and approvals with stakeholders across multiple departments, ensuring accuracy before publishing.
Support the broader documentation team in enforcing content standards and contributing to a documentation-first culture at RF-SMART.
Periodically assist the RF-SMART Support team with support-related activities, providing direct customer assistance as needed.
Use firsthand exposure to support cases and customer questions to identify content opportunities and feed insights back into the Knowledge Base.
Bridge the gap between support and documentation, ensuring that resolutions to common issues are captured, documented, and made available for self-service.
Help track and report on Knowledge Base performance metrics, including article usage, search success rates, and self-service resolution trends.
Contribute to monthly review meetings by preparing data summaries and surfacing content improvement opportunities.
Apply both data insights and AI-driven analysis to continuously refine content coverage and discoverability.
Support the team's goal of enabling customers to resolve issues independently, reducing inbound support volume and improving the overall customer experience through high-quality, well-targeted content.
Identify gaps in documentation by analyzing support case trends, customer feedback, and AI-generated insights.