This role will be responsible for creating, managing, and optimizing the content used by customer & partner support teams to assist customers & partners effectively and efficiently. They play a crucial role in ensuring that support agents have access to accurate, up-to-date, and comprehensive resources to address customer inquiries.
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What You’ll Do
- Content Creation: Work with the Content Specialists to develop and create various types of customer & partner support content, including knowledge base articles, FAQs, troubleshooting guides, tutorials, and other resources that help customers & partners find answers to their questions and solutions to their problems.
- Content Management: Organize, categorize, and maintain the customer & partner support content library to ensure easy accessibility and navigation for support agents. Implement a version control system to track updates and revisions.
- Content Strategy: Develop a content strategy aligned with the company's customer & partner support objectives, ensuring that the content addresses common customer & partner issues and aligns with the company's brand voice and tone.
- Collaboration: Work closely with subject matter experts, product managers, and customer & partner support teams to gather information and insights necessary to create accurate and effective support content.
- Quality Assurance: Regularly review and update existing support content to ensure accuracy, relevance, and completeness. Conduct periodic content audits to identify content gaps and areas for improvement.
- Content Distribution: Determine the most appropriate channels for disseminating support content to customers & partners, support agents, and other stakeholders.
- Content Performance Tracking: Monitor key performance metrics related to the effectiveness of support content, such as search query success rates, article views, and customer & partner satisfaction.
- Continuous Improvement: Proactively identify opportunities to enhance customer & partner support content, user experience, and internal processes to drive greater efficiency and customer & partner satisfaction.
What You Bring to the Team
- Previous experience in content management, technical writing, or a similar role within a customer or partner support or technical support environment.
- Exceptional writing and editing skills, with the ability to communicate complex information in a clear and concise manner.
- Excellent organizational and project management skills, with the ability to prioritize tasks and meet deadlines.
- Collaborative and team-oriented mindset, able to work effectively with cross-functional teams.
Location
Riyadh, Saudi Arabia
