Pay: Up to 33.00/hr DOE
On-site at client location: Mountain View, CA
1 year contract
Background check required if selected.
As a Customer Support Knowledge Base (KB) Technical Writer, you will partner with the Knowledge Base Specialist, other technical writers, and the broader organization to update content and process documentation driven by changes and/or launch initiatives within the business.
This will involve the creation and maintenance of SEO-friendly internal messaging in the KB, which provides valuable information to internal teams on various network deployment and operations functions.
You will ensure the accuracy and the timely updating of internal documentation, working with a variety of cross-functional stakeholders to ensure that all content meets the highest standards.
You’re passionate about creating content that’s technically accurate while also being easily consumable across various functions and skillsets.
You use applied reasoning and strong analytical skills to be an advocate for creating improvements in messaging and documentation.
You’re sensitive to the needs of users of internal documentation and can predict how they may use your writing.
As a member of the larger team, you will support the cultivation of a positive and open culture within the wider team and should be comfortable with a fast-paced working environment and with giving and receiving constructive feedback.
You set high quality standards and communicate them effectively while holding yourself to the same high standards in every circumstance.
Core daily responsibilities
1. Writing: Making updates to internal Knowledge Base
2. Writing: Using SEO best practices to improve search functionality in Knowledge Base
3. Using: Knowledge about help databases and technical writing best practices to vet requests to update the Knowledge Base
2 years in customer support
2 years experience working in knowledge management systems to develop content (internal or external facing), including articles, standard responses, operating procedures, and training modules
Strong knowledge of HTML
Exceptional communication and interpersonal skills (written and verbal)
Strong project management skills with demonstrated ability to work independently, to multi-task and to prioritize effectively while driving high impact, positive results
Understand and empathize with frontline agents’ motivations and expectations, allowing for robust development of internal references
Identify and effectively communicate actionable support cross-functionally in a collaborative style while being open to feedback
1 year experience with SEO (search engine optimization)
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Pay: Up to 33.00/hr DOE