Technical Writer Internal Knowledge Base
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The Technical Writer Internal Knowledge Base creates, maintains, and optimizes knowledge base content to empower customer support representatives with accurate, accessible, and user-friendly resources. This role is critical in ensuring the efficiency of customer support operations and improving customer satisfaction.
Key Responsibilities:
• Research, write, and develop new knowledge base articles, FAQs, troubleshooting guides, and instructional content.
• Work closely with product and support teams to document new features, workflows, and best practices.
• Ensure all content is accurate, concise, and reflects the latest product or process updates within 48 hours of release.
• Ensure new content is user-friendly, well-structured, and follows brand guidelines.
• Participate in quality improvement initiatives based on feedback and analytics.
• Provide training materials for the Enablement team to support onboarding new team members
• Collaborate with Enablement and training teams to align resources with operational needs.
• Optimize new content for SEO and internal searchability.
Competencies
• Attention to Detail: Ensures accuracy, completeness, and error-free content.
• Problem-solving: Proactively addresses knowledge gaps.
• Collaboration: Aligns knowledge base resources with operational needs.
• Customer Obsession: Prioritizes clear and concise information to enhance user experience.
• Adaptability: Quickly responds to changing priorities and information.
• Technical: Proficient in CMS platforms and data analytics for content performance tracking.
• Communication: Strong writing, editing, and verbal skills for collaboration and training.
• Organizational: Efficiently manages multiple tasks with strong documentation practices.
• Analytical: Uses data and feedback to audit, improve, and optimize content.
About the job
Technical Writer Internal Knowledge Base
To see similar active jobs please follow this link: Remote Writing jobs
The Technical Writer Internal Knowledge Base creates, maintains, and optimizes knowledge base content to empower customer support representatives with accurate, accessible, and user-friendly resources. This role is critical in ensuring the efficiency of customer support operations and improving customer satisfaction.
Key Responsibilities:
• Research, write, and develop new knowledge base articles, FAQs, troubleshooting guides, and instructional content.
• Work closely with product and support teams to document new features, workflows, and best practices.
• Ensure all content is accurate, concise, and reflects the latest product or process updates within 48 hours of release.
• Ensure new content is user-friendly, well-structured, and follows brand guidelines.
• Participate in quality improvement initiatives based on feedback and analytics.
• Provide training materials for the Enablement team to support onboarding new team members
• Collaborate with Enablement and training teams to align resources with operational needs.
• Optimize new content for SEO and internal searchability.
Competencies
• Attention to Detail: Ensures accuracy, completeness, and error-free content.
• Problem-solving: Proactively addresses knowledge gaps.
• Collaboration: Aligns knowledge base resources with operational needs.
• Customer Obsession: Prioritizes clear and concise information to enhance user experience.
• Adaptability: Quickly responds to changing priorities and information.
• Technical: Proficient in CMS platforms and data analytics for content performance tracking.
• Communication: Strong writing, editing, and verbal skills for collaboration and training.
• Organizational: Efficiently manages multiple tasks with strong documentation practices.
• Analytical: Uses data and feedback to audit, improve, and optimize content.