Knowledge Base Article Specialist
6 days ago
We are seeking an experienced technical content writer to join our team as a Knowledge Base Article Specialist. In this role, you will be responsible for creating high-quality knowledge base articles for our software community partner's users. You will work closely with our content manager and a team of volunteers and engineers to ensure that our content is accurate, up-to-date, and meets the needs of our users.
Key Responsibilities:
- Writing clear, concise, and conversational support articles based on information from scattered sources (i.e., support forum threads, bug requests, Trello cards, emails, etc.)
- Reviewing article submissions from the community
- Recommending information architecture to organize, structure, and label content in an effective and sustainable way to help users find information and complete tasks
- Writing templated responses for our contributors and support staff to use when responding to users
- Collaborating with marketing, editorial, content design, and PR on consistent messaging across the partner's products and features
- Communicating and collaborating with our contributor community to create and enrich articles and templated responses with their experiences and insights
- Editing articles to adhere to SEO guidelines and user-friendliness
- Monitoring content performance and user feedback and providing actionable insights to improve the customer experience
What We're Looking For
We are looking for a highly organized and detail-oriented individual with strong writing skills and experience working remotely with engineers and support teams. The ideal candidate will have a passion for helping others and a desire to create high-quality content that meets the needs of our users. They will also be able to work effectively in a remote team environment and communicate clearly with colleagues and stakeholders.
Requirements:
- 2+ years of experience with technical writing, UX writing, or writing software or product documentation for end-users
- Experience working remotely with engineers and support teams, or teams that work closely with end-users
- Experience with on-page SEO writing
- Comfortable working with markup/markdown
- Organized and detail-oriented
- Strong empathy and curiosity about what users are having trouble with and what terms they're using to express them
Benefits
In addition to a competitive salary and comprehensive benefits package, we offer a range of perks and opportunities for professional growth and development. These include hybrid working arrangements, generous paid vacation time, access to free posture-based fitness workouts from home, paid sabbatical leave, training opportunities provided by PartnerHero and outside entities, and 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development.
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