Customer Support Content Developer

In the role of Customer Support Content Developer, you will play a crucial role in creating and maintaining high-quality content for various platforms. Your duties encompass the creation and maintenance of documentation accessible to customers and staff, such as Help pages and Knowledge Center materials.  Your responsibilities include researching and curating content to maintain its accuracy and up-to-date status for the benefit of our clients and workforce. Additionally, you will oversee the Customer Support SharePoint portal, ensuring that updates on fresh endeavors and news are communicated to the team. Collaborating with the Customer Support units, you will apply your technical writing skills to produce clear and comprehensible content that is engaging for both employees and customers. This position reports to the Customer Support Operations Manager.  

RESPONSIBILITIES:  

Content Creation:  

• Develop original content for customer Help pages, Knowledge Center, and internal staff. 
• Write informative articles, user guides, FAQs, and product documentation. 
• Craft compelling narratives that convey complex information in an accessible manner. 

Content Management: 

• Maintain and update existing content to reflect the latest information and best practices. 
• Ensure consistency in tone, style, and branding across all content. 
• Collaborate with subject matter experts to validate accuracy and relevance. 

SEO Optimization: 

• Optimize content for search engines by incorporating relevant keywords and metadata. 
• Monitor performance metrics and adjust content strategies as needed. 

User Experience (UX): 

• Create user-friendly content that guides users through processes and answers their questions. 
• Collaborate with UX designers to enhance the overall user experience. 

Collaboration: 

• Work closely with customer support, product, sales, and marketing teams to align content with business objectives. 
• Participate in brainstorming sessions and contribute creative ideas. 

Quality Assurance: 

• Proofread and edit content to ensure accuracy, clarity, and consistency. 
• Conduct regular audits to identify outdated or irrelevant materials. 

Knowledge Management: 

• Organize and maintain a central repository of content, such as knowledge bases or intranet portals. 
• Train colleagues on content-related tools and processes. 

• Degree or relevant experience in Mass Communication, Journalism, Marketing, or related field. 
• Proven experience in content development, technical writing, or copywriting with a portfolio of publications 
• Familiarity with content management systems (CMS) and SEO best practices. 
• Excellent communication skills and attention to detail. 
• Ability to work independently and meet deadlines. 

Preferred Skills: 

• Knowledge of HTML, CSS, and basic web design principles. 
• Experience with graphic design tools (e.g., Adobe Creative Suite). 
• Understanding of user experience (UX) principles.