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Content Manager/Help Center Content

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Overview
Looking for talent that have content experience (ie. writing articles, html, editing).

Position is supporting a streaming media device that allows consumers to play online content such as Netflix, Hulu, and Rdio on the HDMI television. We are looking for a Content and Community Specialist to support the content team, whose goal is to enable visitors to our help center find the answers to their product streaming questions. This specific role will focus on creating and editing content for our help center and internal knowledge base and briefly supporting the community and social support..

The Role
The talent will be expected to have strong in-depth product knowledge and will focusing on technical content creation as well as html formatting. The talent will provide content support across all help properties including the internal knowledge base and external help center. Activities may include drafting and updating articles, creating bugs to make sure content changes are implemented, filing localization requests, and ad hoc content projects. There will be additional special projects related to content development that may include rich media, SEO, readability, and translation projects. In addition, this talent will be expected to support community and social support through technical troubleshooting in our online forum and social platforms.

Responsibilities:
Content development (75% to 100%)
*Proactive content creation and updating of current content for internal and external help centers
*File localization requests for help center content
*Work with internal knowledge management team to confirm agent workflow and updates
*Manually input Related Community Posts to top articles by page views
*Work with ConOps training team to ensure new content is reflected in agent training decks

Community support (temporary 25% role)
*Technical troubleshooting on Twitter and in the forum
*Respond to social posts and forum threads that within a 4 hr or 24 hr
*Create clear, concise, and accurate answers to user questions
*Follow up/close the loop on user issues in the forum and social support
*Maintain a ‘healthy’ environment by removing spam, duplicating threads to already existing content, and directing people to other existing help content.
*Responsible for escalating new issues to Community Manager and duping threads to any mega threads created

Job Qualifications:
BA/BS plus 2-4 year content writing experience in a professional setting
Excellent written and oral communication skills
Technical expertise and knowledge of the online space
Intermediate to advanced html and CSS skills
Strong time management skills
Willingness to learn new technologies
Proven good judgment in navigating and resolving sensitive situations.

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