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Knowledge Specialist


Posted over 3 years ago


Overview

As a Knowledge Specialist in the Customer Success department, you will be part of a team responsible for ensuring a quality, comprehensive and accurate library of ReCharge knowledge. This includes creating documentation for our public support and developer documentation, internal knowledge base, and training modules. 

What You'll Do

  • Live by and champion our values: #day-one, #ownership, #empathy, #humility.
  • Use your ability to simplify complex issues and technical writing expertise to create external support articles that boost the excellence of our merchants, especially during the onboarding phase and post-launch phase.
  • Execute on a user-journey based learning approach to ensure customers are leveraging the ReCharge platform to deliver business value.
  • Design, produce, and maintain customer-facing and internal product training content. This content could vary in audience from small business owners to highly technical software engineers.
  • Meet deadlines for content tasks.
  • Communicate with Product Managers and other stakeholders when product additions or changes are being developed that require documentation.
  • Assist with writing internal training modules, internal guides, and documentation.
  • When needed, assist in the ticket queue to help the overall support team achieve KPIs.

What You’ll Bring

  • 2+ years of experience in documentation and writing for a support audience
  • Experience with Zendesk Guides, Stoplight, Jira, and Confluence
  • Proficiency with technical writing – grammar, spelling, syntax, style
  • Broad understanding of APIs and front-end web development a plus
  • Understanding of information architecture — you consider user experience when creating content
  • Excellence at breaking down complex information into easily understood  concepts
  • Ability to absorb highly technical information and make it accessible to everyone
  • An exceptional eye for detail, grammar and syntax, and excellent organizational and communication skills
  • An instinct for recognizing when knowledge is missing and a passion for closing the gaps
  • Resourcefulness: you'll figure out what needs to be done, and you find ways to make it happen

ReCharge Payments

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