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Revel Systems is looking for a Content Specialist to work with customer support leadership, customer support reps., product/engineering, marketing, and others to create and maintain in-product how-to walkthroughs, training materials, external knowledge base troubleshooting/how-to articles, and other materials.

Responsibilities

  • Develop and author in-product walkthroughs to educate customers on how to use the Revel iPad app, management console web app, third-party integrations and more
  • Leverage in-product analytics and support data to plan new walkthroughs/walkthrough strategies designed to reduce support costs
  • Proofread and refine troubleshooting or how-to documents for external web publication
  • Work with product/engineering, support, and others to author new documentation about Revel products/services and partner integrations
  • Regularly review performance reports on external and internal knowledge bases to schedule delivery of new content designed to maximize customer self-service rate and minimize average ticket solve time
  • Regularly review ticket categorization data to schedule delivery of new content designed to maximize customer self-service rate and minimize average ticket solve time
  • Work closely with support representatives and support leadership to gauge content effectiveness and propose improvements

Requirements

  • 2+ years experience in a similar role/with similar responsibilities
  • Solid writing and editing skills. As this position will involve authoring public content, we require that you submit a link to samples of your work that demonstrate a range of experience across various content types (e.g., troubleshooting/how-to articles, announcements, product launch materials, direct or transactional emails, etc.). Please include at least three different samples in your link.
  • Ability to research products and features until you understand them well enough to explain them to customers. Comfortable “interviewing” subject-matter experts as part of the research process.
  • Ability to think strategically with a simultaneous love for the craft of writing
  • A knack for simplifying technical content and slashing unnecessary wordiness
  • Experience authoring content in HTML or Markdown for web publication

Perks

  • Work on a team of experienced and highly skilled professionals
  • Employee benefits: rich healthcare options, wellness programs, referral bonus, and 401K plan
  • Flexible working schedule
  • Apple equipment

*This position is not open to CA or CO residents.

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Revel Systems
Visit website Atlanta, GA
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