Joseph Gregory Email & Phone Number

London, Gb

Woking, England, United Kingdom

I am responsible for creating and maintaining knowledge base and training content for a new online customer support portal, and for helping to drive uptake of the portal by customers and internal users.I plan and deliver the creation of knowledge base content for ION’s Fidessa trading software, working with internal customer training and support teams to define and prioritise content requirements. I author new knowledge articles myself and assist internal specialists in creating content.I monitor the process of content creation and report to key stakeholders on progress. I ensure that support content is kept accurate and up-to-date by reviewing new releases and liaising with Product Management and Development teams to capture product changes in the knowledge base.I am responsible for internal standards for support content and maintain an internal style guide for content authors. This describes approved terminology, formatting and grammar standards and also defines a content model for support knowledge articles.I have established a standard workflow for content review to ensure adherence to internal standards and technical accuracy (including reviews by product specialists where necessary).I have also supported the process of onboarding customers to the new portal in a number of ways, including by providing ‘getting started’ documentation for new users and by communicating with affected internal stakeholders. I am a main point of contact for queries on portal content and functionality from both internal users and customers.I track the usage of the portal and the effectiveness of support content using both Google Analytics and support ticket data from our internal ITSM platform. I have set up a range of Power BI reports to aggregate and display this data and I use these reports both to keep internal stakeholders informed on portal usage and to inform content decisions.

London, United Kingdom

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