Knowledge Base Support Specialist at K12 Services in Herndon, Virginia

Job Description:

• Meet Stride


• Success Stories


• Responsibility and Inclusion

Over 20 years ago, Stride was founded to provide personalized learning — powered by technology. We reached students where they were in their own journeys. We knocked down their barriers to great education. And we gave every learner equal opportunity to succeed — however they defined success. Stride innovated the learning experience with online and blended learning that prepared them for their lives ahead.

Stride is a community of passionate leaders.  Whether teachers, engineers, curriculum writers, or financial managers — whatever your expertise or role, we all work to empower futures through learning. And changing the trajectory of learning itself is one of our greatest missions.  Join us in developing more effective ways to learn and helping learners build the skills and confidence they need to make their way forward in life.

As a Knowledge Base Support Specialist, you will be part of the Enrollment Services Support team in the Enrollment Center. You and the team are tasked with updating content that enables agents in the enrollment and customer care teams to provide the most accurate information when enrolling in a K12 partner program. You will work in a fast-paced environment and serve our internal and external customers throughout their journey with K12. As a contributing member of the team you will be given the opportunity to identify and make recommendations for improvements to enhance the enrollment process. Our diverse team values your contributions, thrives on collaboration, and celebrates successes together.

The Knowledge Base (KB) Support Specialist is responsible for enhancing and updating K12’s Knowledge Base platform. This role uses tools and adheres to processes necessary to ensure the Knowledge Base is continually up-to-date with accurate content and information. The Knowledge Base Support Specialist plays a critical role in ensuring reliable data and information is available to multiple departments and stakeholders throughout the company to ensure effective service delivery to K12 partner schools and programs.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• Research, gather and organize data, and prepare and disseminate communication and interact with appropriate Subject Matter Experts from various departments and schools to obtain and refine content for the Knowledge Base;


• Apply an understanding of the Knowledge Base structure to create, implement, and organize content so that information is located and is presented to the end user in a logical format


• Coordinate and provide all feedback on troubleshooting and issue analysis, and escalate as needed with Salesforce CRM team members


• Enhance, maintain, and update current Knowledge Base articles and links


• Facilitate orientation on the Knowledge Base tool to other departments and stakeholders, as appropriate

Supervisory Responsibilities:  This position has no formal supervisory responsibilities.

Minimum Required Qualifications:   

• High School Diploma OR


• Formal trade or technical skill training preferably within Customer Relationship Management (CRM) platform (e.g. SalesForce)


• 1+ years directly relevant work experience


• Equivalent combination of education and experience

Certificates and Licenses: None required.

Other Required Qualifications: 

• Ability to communicate with internal customers effectively through various communication channels, such as: phone, voicemail, email, chat, etc.


• Proficiency in web-based applications (Salesforce experience a plus)


• Strong verbal and written communication skills


• Strong problem solving and analytical skills with a solutions-oriented approach


• Ability to work both independently and within a team-oriented environment


• Resilient and contributes to fostering positive team morale


• Ability to prioritize effectively and manage competing priorities to deliver and drive results


• Ability to own and execute projects


• High level of quality and accountability for work product


• Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.); Web proficiency.


• Ability to clear required background check

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This is an office-based  position. The noise level in the office is usually moderate (computers, printers, light foot traffic).  

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer. 

Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age,, or genetics, or any other characteristic protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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