Job title: Technical Writer
Company: Salesforce
Job description: To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
Job Category Customer Success Group
Job Details
Job Title: Technical Writer
Work Timings: EMEA hours
Salesforce Global Support is part of the Customer Success Group (“CSG”) and is a key pillar in delivering success to over 250,000 customers globally. We pride ourselves on a strong customer-centric culture, delivering a trusted world-class customer experience and offering the right level of engagement and expertise to meet customer needs. As Salesforce innovation grows and customers are digitally transforming, we expertly craft and tailor new services and offerings to ensure we’re serving our customers in the best ways possible.
Digital Customer Support Technical writers at Salesforce produce documentation and content experiences that help customers solve their issues, and get the most out of the product. We work closely with other Digital Customer Support and Support Delivery teams to develop support content that is easy to use with the intention of increasing self-help empowerment and the ability of Salesforce customers to solve their issues themselves.
We’re passionate about creating great content that is easy to use, ultra-consumable, and best in class for our customers.
We drive strong partnerships with collaboration teams and build trusted relationships with our expertise in customer content needs and content creation best practices.
The ideal candidate has a proven track record of delivering solutions with a clear customer and business impact. The candidate has deep expertise in executing transformational change that leverages new technology, process, and operating models. The individual will have a high sense of urgency, and outstanding history of partnering with a broad cross-functional organization that is laser-focused on delivering to customer needs.
Responsibilities:
Work to incorporate various modalities (eg. video) into written knowledge articles to deliver a more modern content experience to support engineers and customers.
Apply your technical writing experience & best practices to improve break-fix/how-to solution content written by our support engineers.
Write, publish and maintain high-quality knowledge articles to address top customer issues.
Collaborate with engineers, product managers, UX designers, and support staff on knowledge article requirements and strategy.
Manage customer-facing content, ensuring details are easily consumable to Salesforce customers & partners.
Requirements:
2-7 years of technical writing experience.
Experience making challenging, complex ideas, concepts, and tasks understandable and appealing to diverse audiences. Maybe that means you have past experience as a technical or marketing writer, or maybe it means you come from the world of teaching, curriculum development, scientific journalism, or some other realm.
You have a creative side that is just dying to be expressed. We want to push the envelope on authoring engaging and inspiring text that gives our users moments of delight without irritating them.
You know that being a technical writer involves way more than just putting pen to paper. You serve as the voice of our users when collaborating with partner and stakeholder teams. You figure out the best way to get customers the info they need, and you find ways of connecting with the folks who use our content to get their feedback.
You have the flexibility and openness to adapt our style, processes, and practices, but aren’t afraid to suggest improvements that benefit our writers, our collaborators, or our customers.
You enjoy working in a team and have the people and communication skills to do that well. You can also prioritize time to work independently.
You love writing for different audiences, from end users to admins to developers. You may have your favorite kind of user, but you can write content that will be engaging and informative for anyone.
You know how to gracefully accept feedback. Many folks across Salesforce have strong opinions about the experience we present to customers. You’ll need to know when to push back on the feedback you disagree with and when to adopt.
You’ve worked with publishing tools and other knowledge production tools and understand knowledge production processes.
You have experience helping your peers with editing and other review processes that have yielded positive results for the content you and your teams produce.
An abundance of curiosity and love of learning.
Strong problem-solving skills.
Enjoy learning new technology.
Good verbal, written, and listening communication skills.
Collaborative mindset.
Ability to empathize with the customer.
A belief that content is an integral part of the entire product experience.
Ability to follow established processes and style guidelines.
Ability to give candid feedback and offer positive solutions.
Preferred
Experience with Salesforce Knowledge and other Salesforce Products and Services.
Experience with an XML editor or similar tool.
Familiar with Agile approaches to content development.
Familiar with KCS, Knowledge-Centered Service
Accommodations
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Salesforce welcomes all.
Expected salary:
Location: Hyderabad, Telangana
Job date: Fri, 29 Apr 2022 03:20:19 GMT
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