Documentation Specialist

4 days ago


Cape Town, Western Cape, South Africa Dye & Durham Corporation Full time
Job Summary

The role of Technical Writer is a pivotal position within the global Zendesk instance, responsible for creating, maintaining, and validating knowledge base articles.

About the Job

This senior content creation role involves ensuring that information remains accurate, up-to-date, and easily accessible to customers and support staff.

Key Responsibilities
  • Develop high-quality documentation on our Knowledge Base across various products, working closely with product SMEs to ensure accuracy and relevance.
  • Collaborate with cross-functional teams, including Operations, Product, Product Marketing, Onboarding, and Sales, to leverage data-driven insights and drive continuous improvement.
  • Monitor and analyze feedback from customers and agents to identify areas for improvement in the knowledge base content.
  • Provide guidance and training to support agents on best practices for knowledge management, empowering them to contribute to the knowledge base.
Requirements
  • Proven experience in writing, editing, and reviewing technical or instructional content.
  • Ability to translate complex information into clear, concise, and user-friendly documentation.
  • Strong understanding of knowledge management principles, including content creation, curation, and lifecycle management.


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