KMT Support

Knowledge Management & Technical Resources

Knowledge Base

Knowledge Hub Structure

Main sections:

  • Product Guides: Tariffs, smart products, services
  • Process Guides: Switching, billing, support workflows
  • Technical Docs: Meter types, systems, troubleshooting
  • Policy Documents: Complaints, vulnerability, regulations
  • Quick References: Scripts, FAQs, contact lists

Using the Knowledge Hub

Best Practices

Effective Searching

  • Use specific keywords (e.g., "SMETS2 IHD pairing" vs "smart meter")
  • Check multiple articles if first doesn't match
  • Use filters to narrow results by category
  • Search related terms if no exact match
  • Escalate if information genuinely missing

Keeping Skills Sharp

Training Resources

New Starter Materials

  • Induction modules: Company intro, systems, culture
  • Product training: Tariffs, smart meters, services
  • Process training: Switching, billing, complaints
  • System training: Kraken, Zendesk, Populate
  • Soft skills: Communication, empathy, de-escalation

Ongoing Development

Feedback & Improvements

Suggesting Knowledge Updates

If you find:

  • Outdated information
  • Missing processes
  • Unclear instructions
  • Gaps in coverage

Action: Post in #knowledge-hub with details

Contributing Content

Technical Tools

Core Systems

  • Kraken: Customer account management
  • Zendesk: Ticket and case tracking
  • Populate: Template and snippet tool
  • Knowledge Hub: Internal wiki
  • Slack: Team communication

Specialist Tools

Quality & Performance

Quality Standards

  • Accurate information every time
  • Clear, empathetic communication
  • First contact resolution where possible
  • Thorough case notes
  • Proper escalation when needed

Performance Metrics

Support Resources

Getting Help

Self-Service Resources

  • Knowledge Hub search
  • Training portal
  • Process flowcharts
  • Quick reference guides
  • Video tutorials