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Consumer Technical Writer

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The Experiences and Devices Consumer Content Team seeks a talented and creative writer to focus on our troubleshooting support content. In this exciting new position, you will be part of a team responsible for working with, and analyzing a vast array of machine learning datasets to identify gaps in current documentation. Your work may be a continuation of documentation already started, a revamp of existing documentation or brand-new documentation.

 

Responsibilities:

  • Ability to analyze messy real-world data sets and present findings and business recommendations to stakeholders.
  • Ability to understand the problem; generate ideas; propose ideas and update documentation accordingly.
  • Interact cross-functionally: Work with people across teams to find creative solutions and deliver them.
  • Write and update general troubleshooting content.
  • Write and update content for updating, upgrading, and activating.
  • Collaborate closely with peers in customer support to identify stakeholders and subject matter experts.
  • Collaborate with channel managers to ensure content updates meet publication and localization deadlines.
  • Maintain the voice principles in our support content.

 

Qualifications:

  • 3+ years writing consumer help content.
  • Self-starter. Ability to manage and balance workload.
  • Solid problem solving and troubleshooting skills
  • Ability to work without supervision as well as collaboratively across multiple teams and disciplines.
  • Ability to juggle multiple projects simultaneously.
  • Comfortable using several different authoring tools in various stages of development and stability.
  • Comfortable juggling different schedules and managing different processes across projects.
  • Flexibility, adaptability, and resourcefulness.
  • Quick learner. Ability to pick up different authoring tools and technology.
  • Strong tech writing skills for end-user/consumer audience (writing help/support content a plus) with knowledge of various Writing Style Guides.
  • Editing experience (proofing, copyediting, dev editing, style/voice) and quality assurance experience preferred.

 

Software Requirements

  • Knowledge of how to work effectively in HTML and XML environments.
  • Experience using an XML editor, as well as navigating easily between different proprietary authoring and content management systems.
  • Experience working with Word and Excel.

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