In this role you will play a central part in providing support to customers, maintaining high levels of customer satisfaction and quick resolution of customer issues. To be successful in this role, you will be skilled in analyzing and clearly documenting technical workflows, diagnostics and scenarios to be used by users with varying technical expertise. Ideally, you have a technical background and a demonstrated ability to deliver high-quality documentation, communicate effectively, meet deadlines and drive continuous improvement.
Produce high-quality documentation for the expected behavior of the platform on user support site for users of various technical capability
Collaborate effectively with the Customer Support and other teams within the company to help meet the needs of customers
Design, organize and manage complex documentation sets to maximize discoverability for users to resolve their questions or issues including troubleshooting
Supplement written documentation with relevant screen captures, instructional videos or other user support materials
Review, proofread and edit documentation created by others with an emphasis on coaching others to improve their technical writing skills
Familiarity with content management systems including Salesforce as well as wikis, blogs, GitHub, etc.
Ability to excel in a fast-paced environment, embrace change, and show good judgment to make life easier for end users
Track record of professional and effective verbal and written communication skills – multilingual capabilities are a plus
Bachelor Degree or equivalent experience expected
Experience in technical writing, product documentation, or online publishing including experience writing technical, customer-facing materials
Demonstrated knowledge of Windows/Mac OS/browser and hardware troubleshooting
Experience with cloud-based platforms in one or more of the following: online video capture, learning management systems, video content management systems, or similar web or video application tools
Knowledge of localization, globalization and authoring standards a plus
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
OpenArc is a technology consulting firm providing industry-leading technical talent placement, software development, and technology strategy services to clients nationwide. Through a unique blending of people and software, OpenArc has a business practice that delivers amazing enterprise, mobile and consumer-facing apps and the best talent for contract, contract-to-hire and direct placements for clients and partners alike.
Staffed with the most-trusted recruiting experts, elite software developers, UI/UX designers and market experts, our team provides clients with the best resources, the right techniques and world-class support resulting in powerful measurable success.