Knowledge Base Content Writer
1 week ago
Write informative support articles to provide a self-service resource for customers to troubleshoot or resolve issues on their own, and complete their tasks.
Effectively explain complex and sometimes tedious concepts with empathy and in a friendly and modern manner, using a conversational structure, and always, always from the customer perspective.
Effectively convey information in multiple formats –– visual, video, and of course, text –– and know when to recommend the appropriate format.
Implement the review process with remote SMEs and busy stakeholders, ensuring they are checking for accuracy and integrity, and getting it all done in time to deliver the final content on deadline.
Have a deep understanding of user search patterns, so you can refine the information architecture and content organization to ensure that users will easily discover relevant information on their first try.
Generate usage reports, and analyze support tickets and customer feedback to determine content gaps, expand on popular topics, and update existing articles.
Define the content strategy and editorial calendar for all content on the Knowledge Base.