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Content/Technical Writer (Platform Knowledge Base)

Posted on Jul 22, 2020 by MCG - Midwest Consulting Group

Fort Worth, TX 76101
IT
1 Aug 2020
$70k - $85k Annual
Full-Time


Overview: Responsible for creating and maintaining our high-quality Knowledge Base content for technical and non-technical audiences. The ideal candidate will have experience working in a start-up environment and developing a Knowledge base management process including the writing and management of information within Salesforce. You will have an important role in developing from the ground-up a well-written, optimized, and a brand-fitted Knowledge Base that helps our customers understand how to use our product and how our product adds value to their life. The Knowledge Base will be kept in a centralized hub where both our end-users and internal team can access information within seconds.

QUALIFICATIONS

  • Bachelor's degree in related field of study.
  • 3+ years of experience as a technical writer in technical documentation, platform technology solutions, and writing for multiple end-users.
  • 3+ years of experience building and organizing the structure hierarchy of a technology platform software Knowledge Base from ground-up.
  • Experience building a knowledge base within Salesforce
  • Experience writing and maintaining numerous documents including release notes, online help documentation, API documentation, training guides, and video documentation.
  • Experience working on technical content for developers, company employees, and multiple end-users.
  • Understands instructional design principles is preferable.
  • Familiar with platform technology and subjects including project management, time management, 3rd party integrations and education/homeschool.
  • Proven track record of creating authentic, ROI-positive content that increases engagement and drives user adoption.
  • Adept in search algorithms, synonym groups, SEO keywords, topics articles, data categories.
  • Developed policies and procedures that increase efficiency.
  • Developed well thought out plans that provide structure to the organization.

Responsibilities:

  • Develop a structured online Knowledge Base that supports our internal team, our end-users, and third-party partners.
  • Collaborate with internal team members in putting together onboarding processes for new and existing end-users and third-party partners.
  • Write content for FAQ's, step-by-step process guides, video demonstrations, glossaries, and definition lists.
  • Simplify complicated topics into step-by step solutions that people can follow.
  • Create content that is concise, trustworthy, effective, and visually engaging.
  • Develop and maintain consistency of article structure, tone, and voice throughout the Knowledge Base.
  • Put together a systematic process of amassing large amounts of knowledge and content to be organized and easily accessed now and in the future.
  • Actively asks questions, listens to user questions, and develops plans of how to help and support our end-users.
  • Study and utilize mock-ups, prototypes, and platform technology to produce high-quality technical documentation.



Reference: 914874260

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