Knowledge Base Content Writer
il y a 2 semaines
Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are in an exciting phase of rapid-growth and expansion and looking for a Knowledge Base Content Writer who is ready to join us in creating a #CyberFit future and protecting the digital world
In this role you will create and maintain Knowledge Base content on different Acronis products and support processes. On a daily basis you will collaborate with other teams (Support, R&D, Product Management) on gathering the content for the articles.
**WHAT YOU'LL DO**
- Ensure Knowledge Base readiness for new product releases/updates/hotfixes for Consumer, Backup, Mobility, MSP Business Units (creating new and updating existing content, preparing screenshots, diagrams, translating and uploading the content into different languages using the Deepl integration).
- Review and publish Knowledge Base content prepared by Support Engineers and employees from other groups.
- Write content by request from R&D and other Acronis departments.
- Create new articles requested from 'Steps taken'.
- Ensure Volume drivers coverage in Knowledge Base.
- Create internal articles on Support processes and policies.
- Drive Knowledge Base Resolution rate.
- Analyze Customer feedback received via Knowledge Base form and take appropriate actions.
- Work closely with Product Management and Development Team on receiving information on product features, details in a timely manner.
- Perform individual assignments.
- Constantly develop and improve oneself: improve writing/technical/project management skills
- Establish and maintain productive working relationships with other internal departments.
**WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)**
- BA/BS degree or equivalent experience.
- At least 2 years of experience in composing and revising technical texts.
- Upper-intermediate English.
- Ability to learn highly technical products quickly, using pre-release software and internal documentation.
- Exemplary accuracy and strong attention to details.
**Desirable but not obligatory**:
- University degree in Computer Science, Engineering or equivalent
- Experience with SFDC and Deepl
- Experience working with engineering to improve user experience: design, UI, and help refine content and create visuals and diagrams for technical support content
**WHO WE ARE**
Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in 34 locations worldwide. Its solutions are trusted by more than 5.5 million home users and 500,000 companies, and top-tier professional sports teams. Acronis products are available through over 50,000 partners and service providers in over 150 countries and 26 languages.
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