SFO Technical Writer job

CDS is now looking to hire exceptionally talented, motivated and creative individuals with a proven track record to join our team and share our passion for excellence in product and service. We've created a culture that encourages creativity, hard work and fun.

SUMMARY:

The Product Knowledge Associate will be the lead person to write internal and external documentation and training materials about our platforms and documentation on troubleshooting. This person will work with the Product Support Specialist not only in order to identify the issues and features that need new articles; also providing information and helping in the troubleshooting process. This person will also work cross functionally with a number of teams including engineering, QA, product management, account management, ad operations and customer service.

This is an integral position within a fast-paced part of the business. Given how many people and departments the Product Knowledge Associate will be corresponding with, we need someone who can communicate clearly and effectively, and who will be self-motivated and enthusiastic. We are also looking for an analytical and logical thinker who is not afraid to investigate problems head on and work proactively to solve them and document them. A successful Product Knowledge Associate will be able to work both alone and as part of a team and respond to situations rapidly while maintaining an attention to detail.

RESPONSIBILITIES:

* Develop end user documentation, including user guides, release notes and training materials, for exclusively online delivery.
* Work within a multi-department team to effectively prepare internal and external users for new releases.
* Provide creative and organizational communication services within the company, including co-management of corporate intranet. Work as part of team to maintain up-to-date material and education to internal users.
* Create and maintain online knowledgebase of technical articles, presentations and videos, with the help of engineering and product management team.
* Develop & maintain technical training materials, including information about product releases
* Triage support inquiries (technical, functional, or billing) and create documentation when necessary
* Feed the product support team with information regarding issues opened by users, with links to the related articles if available
* Work to ensure that issues are tracked, and documentation is created.
* Disseminate crucial information to other teams like account management, marketing, product management and engineering.

DESIRED QUALIFICATIONS:

* Bachelor's degree in English, Marketing, Technical writing or related field.
* 1-2 years related work experience.
* Comfortable with HTML and technologies used to create browser-based content
* Good communication and presentation skills
* Excellent writing skill, with technical writing ability or experience preferred.
* Previous experience developing training materials preferred
* Ability to quickly understand advertising domain and new technologies
* Analytical with the ability to solve often complex problems

PLEASE APPLY ONLINE WITH YOUR COVER LETTER AND RESUME AT: http://www.coxds.com/about-us/careers