Knowledge Editor (Community Support)
As a Community Support (CS) Knowledge Editor, you play a crucial role in maintaining knowledge platforms, communications, and information/process flows for our customer support specialists. Your primary responsibilities include translating information into clear, easy-to-understand content across internal knowledge bases, adhering to the company’s tone and voice standards. Let’s break down your key duties:
Key Responsibilities:
- Maintain various content types within our knowledge bases, including:
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- FAQs
- Community Support standard responses
- Call-scripts
- Short and long-form Help Center articles
- How-to guides
- Tool manuals
- Collaborate with front-line support staff and cross-functional partners to notify them about changes made to our knowledge bases and Help Center.
- Work on higher complexity content and knowledge projects under the supervision and guidance of experienced team members.
- Actively address feedback tickets received from front-line support staff or cross-functional partners
- Resolve knowledge gaps and improve the accuracy of information provided.
Required Expertise:
- Must possess excellent writing, editing, and proofreading skills.
- Thrive in a fast-paced environment and are comfortable with ambiguity.
- Experience working with C/KM systems such as Drupal, Confluence, ContentStack, or Contenful.
- Work autonomously and proactively seek support when needed.
- Familiarity with applying SEO techniques.
- Preferably a graduate of AB/BS in Journalism, Marketing, Communications, English, or related fields, or equivalent working experience.
- Will be assigned at Eton Centris, QC
- Willing to work on a temporary remote work setup but will soon transition to hybrid (3x work onsite)