We are seeking a Technical Writer, Knowledge Manager with a passion for technical writing, serving clients and a desire to grow into managing a customer-facing knowledge base and forums.
You will write, edit and curate our technical articles intended for internal and external clients. You will also lead the roll out of Knowledge Centered Services within 1010data to help support several products and increase client satisfaction. Key KPIs include reducing time to resolution of customer inquiries and increased client use of self-service tools, including knowledge base and forums.
As part of an organization with abundant institutional knowledge, your efforts will push information to clients and share suggestions, resolutions, and best practices with both external clients and internal customer-facing employees. Working with our support team, support portal, documentation team, and education team, you will create, source and publish accurate and relevant content. You will also work closely with analysts and solutions consultants to determine common questions, resolutions, and roadblocks to build content around.
Please note, this is will begin as an independent contributor role with access to resources throughout the organization as needed and grow with our increasing user base. This is an excellent opportunity for a writer with an interest in KCS in a technical environment where you will create processes and build content from the ground up as a lead change agent. A cover letter detailing your hands-on experience in Technical Writing and interest in KCS is required.
What you will take on:
Write and edit technical articles for internal and external clients
Creating a process to gather, write, and publish content, developing:
An Article Quality Index
A knowledge capture workflow
Coaching and training staff on:
Writingknowledge base articles
Adhering to the publishing process
Facilitating customer-facing staff in obtaining KCS certification
Rolling out community forums for self-service support
Requesting allocation of SMEs to answer questions and moderate as needed
Managing ongoing operations
Reviewing articles for accuracy and relevance
Monitoring the KCS Evolve Loop to improve issue resolution and customer satisfaction
Ensuring all forum questions are appropriately answered
Establishing platform documentation best practices
Creating and sharing reports on KCS article use and ticket deflection rates
Administration of knowledge base and forums
What you will bring:
Extensive technical writing, copy editing, and proofreading skills
Some experience designing, implementing, and managing a KCS function, and providing customer support in a B2B SaaS environment
Previous success bringing KCS into an organization
The drive to work independently and cultivate change
Hands-on collection, creation, editing, tagging, and curating knowledge assets
An understanding of programming and database concepts, Software-as-Service principles, and technical infrastructure
Ability to influence and drive change involving multiple teams without managing staff directly
Ability to convey technical information in easy-to-understand guides
Proficiency in Confluence and JIRA
Freshdesk or similar support portal and ticketing system administration