lead an ongoing process of continuously improving our entire knowledge base.
create, clean up, or rewrite ourtechnicalknowledge base, support articles, contextual help etc.
analyzetechnicalsupport conversations (customer emails, support tickets, and live chats) and suggest if the documentation needs any changes to help customers find answers better and faster
work with the tech support and customer success teams to refine the product documentation based on customer feedback.
work with the product management and engineering teams to understand the product use cases and also to verify the accuracy of thetechnicalcontent produced.
work with the UI / UX team towriteconcise and crisp contextual help information in the product to make it easier to use.
create simple and lucid how to guides - could be textual articles, visual data or explainer videos.
Ideal Candidate will:
skills andtechnicaldepth towriteclear, accurate, and usefultechnicaldocuments and online content for our customers.
ability to explain a complex concept ortechnicalinformation in an easily digestible content for a wide variety of audiences.
3+ years of experience working as atechnicalwriteror documentation specialist. (That said, we also care about potential. If you dont have the years, tell us about the impact you created)
ability to self-manage and work on your own initiative, including seeking input and critique from others.
ability to work on several projects concurrently and juggle competing priorities when necessary.
Desired Skills:
Basic HTML and CSS skills
(Bonus) Familiarity with CMS, support softwares, documenting user interfaces etc
