Knowledgebase Technical Writer (m/f/n)

Pracovný režim

Job with occasional home office.

Contract type

full-time

Odmeňovanie

From 2 000 EUR/month

• Performance bonus 2 times per year up to 10% of the basic salary paid for the evaluation period (usually 6 months)
• The final basic wage component can be increased according to the unique individual skills and experiences of the selected candidate.

Zodpovednosti

Responsible for creating, editing, and reviewing content for the support knowledgebase, as well as developing internal and external support materials as needed.

To be successful in this role, the employee must possess a high-level understanding of all core products from a user experience perspective, encompassing the entire lifecycle from acquisition to adoption.

This expertise enables the creation and review of technical documentation tailored to the primary customer personas.

Functional Responsibilities and Duties:

• Create and edit knowledgebase content and deliverables from other teams to ensure high-quality English content that adheres to and serves also as the main source of knowledge for the AI support chatbot
• Ensure adherence to the style guide, manage workload and tasks, and oversee content quality and standards
• Test and recommend improvements to internal systems, tools, and processes
• Research and promote new ideas for online self-service, technical support services, and product improvements
• Work with HQ participants and global partners and serve as the team expert point of contact, proactively revising/editing content, and report bugs, issues, and user experience reports to responsible teams (development, product management, etc.)
• Train and mentor less experienced colleagues
• Organize relevant internal and external input and information to classify new content correctly within the established Knowledgebase categorization hierarchy and recommend new or updated information architecture as necessary
• Collaborate with colleagues to ensure that technical content is discoverable, usable, and informative for the end-user

Požiadavky

Education:

• Bachelor's or Master's degree (IT, Engineering, English, or related field)
• ESET certifications, or accredited professional/academic certification in a technical or related specialty is an advantage

Experience:

• At least 2 years of work experience in related field