Content Specialist

Our Customer is a leading global collaboration platform that's transforming the way people work together, from the smallest business to the largest enterprise. With more than 500 million registered users across more than 180 countries, their mission is to unleash the world’s creative energy by designing a more enlightened way of working. Headquartered in San Francisco, CA, they have more than 12 offices around the world.

We are seeking a Content Specialist on a contract basis to support our Customer’s business needs. This role is 100% remote.

In this role, you’ll write knowledge base articles for the help center and internal support knowledge base. You’ll work closely with subject matter experts from CX, product, design, and marketing to create content that supports product launches and optimization projects. This is a production level position where you’ll work on multiple project simultaneously developing content for both consumer and business audiences, as well as internal support agents. You’ll join a fast-paced, globally distributed team that “translates” technical concepts into clear, concise copy.

Responsibilities:

• Interview subject matter experts and conduct discovery research to discern content organization
• Write, edit, and optimize external knowledge base content
• Update internal knowledge base articles, including troubleshooting articles, handling guides, one-pagers and how-to articles
• Maintain and update a collection of support macros for support agents
• Work directly with the Training Development team to ensure cohesive messaging of information to support agents
• Collaborate with cross-functional stakeholders to support product launch activity
• Participate in content peer reviews and provide concise, actionable feedback

Qualifications:

• 1-3 years experience documenting software products
• Proven working experience in technical writing and/or software documentation, with portfolio
• Ability to work autonomously, with excellent time management and organizational skills
• Ability to deliver high quality content, paying extreme attention to detail
• Ability to quickly grasp complex technical concepts and make them easily understandable by various tiers of support
• Excellent writing, editing, and proofreading skills in English
• Experience developing written content, adhering to style and brand guides

Nice-to-haves:

• Experience in SaaS industry, specifically in customer support or support enablement
• Experience with AEM
• Experience with Agile workflows and review processes

Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)
Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit Program

Please note: In order to to create a safe, productive work environment, our client is requiring all contractors who plan to be onsite to be fully vaccinated according to the CDC guidelines. At the point of offer, contractors will be required to attest their vaccination status.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.