Knowledge Base Writer
Brief Description
The Knowledge Base Writer is the owner and author of a customer-facing database of technical support documentation covering the use and features of the MeetMax Conference Software platform. The duties include identifying, categorizing, authoring, editing, and promoting the use of Knowledge Base articles as well as other duties related to the communication of features and best... practices. This role reports to the Chief Operating Officer for the MeetMax division of TWST Group.
Duties and Responsibilities
Produce articles for the Knowledge Base for existing/new features and best practices.
Edit existing articles to make sure the Knowledge Base is up-to-date and accurate.
Identify gaps in our documentation and define what articles to develop next.
Analyze article performance based on customer feedback and ticket reduction, use feedback to improve existing articles and publish new articles as needed.
Collaborate closely with internal stakeholders - Product, Marketing, and Operations - to develop an expert understanding of the product, the user base, and the industries in which our users operate.
In coordination with the division COO, development and implementation of other customer-facing content related to the promotion of features and best practices.
Education and Experience
2-4 years professional experience in technical content writing.
Bachelors degree or other formal training in technical writing or closely related technical/engineering discipline .
Key Skills and Competencies
Organization and prioritization skills; ability to meet deadlines.
Sense of ownership and responsibility; attention to detail and accuracy.
Passion for writing to help users succeed through self-service content.
Exceptional verbal/written communication and information management skills.
Ability to work independently and in collaborative environments.
Work Location
This position is fully remote. Employees in the vicinity of our offices in New York City or Albany are welcome to come into the office if they would like.
Job Type: Full-time
Pay: $60,000.00 - $65,000.00 per year
Benefits:
401(k)
Dental insurance
Health insurance
Life insurance
Paid time off
Retirement plan
Vision insurance
Schedule:
8 hour shift
Monday to Friday
Work Location: Remote
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