20001644_en - Content WriterSutherland

Job Description
Job Summary
As a Content Writer, you will work with our SMEs to research, create, edit, and maintain high-quality knowledge base content for our customer-facing support team
Job Responsibilities
Determine the needs of end users (customer experience team)
Write and maintain topic-based, instructional, and context-sensitive help articles ensuring established writing style and standards
Research and synthesize product information, SOPs, etc. into simple and instructional content
Create, maintain, and edit knowledge base articles that are frequently used by customer support team to resolve customer queries
Ability to acquire technical product knowledge very fast and efficiently
Ability to Innovate
Regularly evaluate knowledge base content and recommend enhancements and/or innovations
Partner with process owners so that information is provided in the most effective and efficient way possible, delivering complex material in a way that is easy to understand
Collaborate with customer support teams to optimize and maintain knowledge base content for usability and accessibility, while maintaining a high bar for quality
Qualifications
Qualification/Skills/Experience
· Bachelor's degree in Communications, Literature, Writing or related field preferred
· 2-4 years of content writing experience. Preferably in UK content writing experience
· Someone with experience in creating user guides and self-help articles for FMCG/Retail products would be preferable
· Good understanding of Salesforce knowledge management tool
· Working knowledge of HTML, XML, or other scripting languages
· Outstanding written and verbal communication skills
· Requires effective planning, scheduling, researching, and writing skills
· Ability to learn fast
· Detail oriented approach to responsibilities as well as good problem-solving skills
· Proficiency in Microsoft Office applications such Word, Excel, PowerPoint, and Outlook
Sutherland