What you’ll do:
• Work closely with Product, Marketing, Business Analyst, Content and stakeholders to develop and maintain inbound and outbound documentation for users (including tutorials, guides, descriptions of functionality of product, transactional communication, technical messages, UI content, etc.)
• Develop user friendly technical documents based on best practice and academic research.
• Write clear, simple content that speaks to customers in their language consistent with our communication criteria.
• Organize and structure documentation to make it more engaging and discoverable. Suggest ways to improve content with formatting and visuals.
• Analyze underperforming content and suggest ways to enhance it.
• Build productive and reciprocal relationships with writers, content strategists, user experience designers, SEO specialists to gain input and drive solutions that meet needs of multiple partners.
• Plan for content reuse, adaptive content strategy, and content personalization architecture.
• Plan and develop content taxonomies and structured metadata for large content catalogs, and crafting information interactions.
• Work with structured content, including modeling content structures, schemas, and semantics.
• Practice content technologies such as content management systems, metadata and taxonomy
management tools, migration tools, and analytics tools.
• Effectively organize complex information into clear, comprehensible written descriptions and instructions.
• Format technical communications to maximize clarity and comprehension.
• Manage content projects and communicate status proactively. Look for ways to make your content better - keep raising the bar.
What you’ll bring:
• Technical writing experience in prioritizing, developing and improving documents that support and enhance user experience (including UI content, glossary, onboarding, transactional messaging, learning, FAQs, guides, whitepapers).
• Passion for providing a great user experience.
• Exceptional organizational, writing, editing, formatting, collaboration, and communication skills.
• Experience transforming content using formatting and visuals to present information as effectively as possible. Experience collaborating with product managers, customer support reps, and other relevant resources.
• Proficiency in in reviewing and editing technical documents.
• Full academic proficiency in the English language.
• Strong analytical and quantitative skills, consistent with a customer focus and a deep understanding of the content and of business needs.
• Experience with market research, audience targeting, competitive analysis, analytics tools, and usability testing.
• An understanding of support contact center processes and the application of knowledge and
communications within them.
• Experience with CMS and CEM concepts processes and tools.
• Knowledge of search engine optimization (SEO) strategy and planning, including faceted search planning and onsite search experience design.
• Experience working with databases.
• Knowledge of Information Architecture standard methodologies.
• Comfortable providing ideas on how we organize and structure our documentation to make it more discoverable to our users.
• Broad experience in developing standards, best practices, and managing documentation.
