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. What We’re Looking For 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. Preferred Qualifications 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. What We Offer 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. What Values You’ll Share 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. #J-18808-Ljbffr SimpliSafe