CX Content Specialist

What You’ll Do

• Develop, write, and edit a variety of content, including user manuals, online help articles, FAQs, troubleshooting guides, and internal knowledge base articles for contact center agents.
• Collaborate with product managers, engineers, and customer support teams to gather and understand technical information and ensure documentation is accurate, relevant and user-friendly.
• Create and maintain documentation standards, style guides, and best practices to ensure consistency and clarity across all content.
• Utilize various authoring tools and platforms to produce and publish high-quality documentation that meets the needs of diverse audiences.
• Draft and disseminate important business updates to keep agents informed of changes, new initiatives, and relevant information that impacts their roles.
• Gather feedback from agents and customers to continuously improve documentation and enhance the overall user experience.
• Assist in developing training materials and resources that support internal teams and empower customer education initiatives.

• 3+ years of experience in technical writing, preferably in technology or consumer electronics.
• Strong ability to discuss complex concepts and simplify them to produce clear, concise, and engaging content tailored to both technical and non-technical audiences.
• Experience with SEO optimization techniques to enhance content visibility and effectiveness.
• Familiarity with Google Workspace and knowledge management platforms.
• Excellent communication skills, both written and verbal, with a collaborative approach to working with diverse teams.
• Strong organizational skills with the ability to manage multiple projects and deadlines effectively.

• Experience in the home security or consumer electronics industry.
• Familiarity with HTML, CSS, or Markdown for online content.
• Knowledge of user experience principles and best practices in content presentation.

• Flexible Hybrid
  
  Schedule:
  
  Work options to accommodate your lifestyle.
• Paid Time Off: Enjoy paid holidays and additional floating holidays.
• Health Benefits: Comprehensive medical and dental coverage for you and your family.
• Career Development: Ongoing training and growth opportunities to advance your career.

• Customer Obsessed: Build deep empathy for customers and develop long-term relationships.
• Aim High: Challenge yourself and others to continuously improve.
• No Ego: Embrace a "no job too small" attitude, with an open and inclusive approach.
• One Team: Collaborate effectively to achieve success.
• Lift As We Climb: Invest in the development of others and support their success.
• Lean & Nimble: Work efficiently and adaptively in a dynamic environment.