REMOTE

Knowledgebase Technical Writer II

The KB Tech Writer II is primarily responsible for creating, editing and reviewing software product user guides, Knowledgebase (KB) articles, product online help content, customer email templates, product UI strings, moderating  social media forums and creating internal/external support material as needed. This position is 100% Remote - Willing To Hire Regardless of Your Location!

Job description

Creation and implementation of new strategies and processes to better drive the Knowledgebase Team mission of assisting Technical Support and providing world-class online self-service to external customers is required. Management/coordination of small and intermediate-sized KB Team projects is required.

GOALS and OBJECTIVES:

• Ensure that KB content is being written, published and indexed within team standards


• Ensure that KB online content is sufficiently addressing the needs of customers seeking technical support


• Ensure that Technical Support as a whole and Technical Support agents individually are being responded to within team standards


• Report trending issues to the KB team and assist with the development of new content or resources to assist customers, theTechnical Support team and the organization as a whole

DUTIES and RESPONSIBILITIES:

• Maintain, update and review Knowledgebase and Online Help content in a timely, accurate and organized manner. Work individually and with other KB team members and staff to create, edit, validate and publish new content to the Knowledgebase and Online Help. This may include a large portion of multimedia design and development, using various multimedia tools for image and video content creation.


• Technical editing and copyediting content and deliverables from various departments (Knowledgebase, Localization, Marketing, Legal, Sales, Training, Support, UX) to ensure high-quality English content within  KB standards.


• Contribute to style guide initiatives and review tasks to ensure style guide adherence as well as overseeing content quality metrics and standards.


• Proactively curate and update existing content to ensure it remains relevant and active in the Knowledgebase. Participate in some phases of broader Knowledge Management System planning and initiatives.


• Act as point person for small to intermediate-sized projects within the Knowledgebase group, as well as with other departments.


• Work with various departments to oversee and contribute to the content, functionality and user experience of the technical support case submission platform.


• Organize input and information from Authors, Subject Matter Experts and Reviewers, classifying new content correctly within the established KB categorization hierarchy. Create new KB categories as necessary.


• Meet or exceed service goals when responding to and acting on customer feedback and comments.


• Mentor and train Jr. Knowledgebase team members


• Other KB-related projects and tasks such as KB analytics, KB reporting, alternate language work, etc.

KEY TECHNICAL SKILLS, KNOWLEDGE and QUALIFICATIONS:

• Three to five years’ experience writing for technical audiences


• Experience editing technical content


• Bachelor’s degree in Professional/Technical Writing, Journalism, Public Relations, Creative Writing, or related field and professional/academic certification in Professional/Technical Writing/Technical Editing

KEY SUCCESS FACTORS:

• Ability to work independently and prioritize tasks and projects according to the needs of internal and external customers


• Ability to effectively and professionally communicate with leaders from other departments such as Technical Support, Sales and Marketing


• Ability to communicate and collaborate with a diverse, geographically dispersed and intercultural team


• Advanced and measurable written, verbal, editing, proofreading, research, technical interviewing and grammar skills


• Proficiency using Adobe Creative Cloud products, Microsoft Office, screen capturing and recording software and have familiarity with other software testing and debugging tools


• Basic understanding of CSS and Intermediate-level HTML such as an understanding of opening and closing tags, how to nest tags, using attributes for inline style (for example, headings and <a> href), tables, sectioning and file paths (for example, relative links)


• Technical familiarity with multiple operating systems including Windows Server/Desktop environments, cloud-hosted, virtual, Linux, macOS and mobile OS (Android OS/iOS)


• Familiarity with content versioning systems (SVN, Git), RDP and file repositories (FTP, etc.)


• Familiarity with Content or Knowledge Management systems (CMS, KMS) and help authoring tools


• Some knowledge of customer success principles such as KCS, topic-based authoring, information design and other content authoring methodologies


• Some knowledge of content analytics/metrics tools and methodologies and understanding of the customer journey, customer experience, usability principles and Knowledge Management methodologies