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Content Writer and Editor

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Long term contract with Fortune 500 Tech company!

Our client is looking for a content writer and editor to assist the community and content team. We provide solutions for our customers to resolve their problems quickly and get back to doing business. We make this happen with self-service help and member-to-member discussion forums.

This is a contract position, 40 hours per week, located onsite at our San Francisco office (from May-July 2014, it may be 20 hrs/week)

Here’s what you’ll do:
Write, edit, and publish knowledge base articles, email and chat templates, and other materials that answer our customers’ questions and help them resolve problems
Collaborate with community and content team to evolve voice and tone of customer care content, and make sure content reflects that voice.
Collaborate with customer care, marketing, product, engineering, and other teams to create and revise content.
Use metrics and feedback to improve existing content and identify knowledge gaps that require new content.
Dig into unglamorous and/or repetitive grunt work required to keep our knowledge base and community up to date and visually consistent. Nobody loves grunt work, but we all do it. Customers notice when we don’t.

Here are the qualifications you’ll need:
5+ years writing and editing online customer care content such as help pages, knowledge base articles, email communications, in-product messaging.
Desire to empower customers by providing excellent self-service content.
Ability to present information in a way that customers can follow regardless of tech savviness.
Ability to handle multiple projects with competing deadlines and ambiguous, changing details.
Experience with creating and editing screen captures.
Comfortable with basic HTML.
• Bachelor's degree in English, communications, journalism, or related discipline.

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