Knowledge Base Writer

As a ZenDesk Guide Specialist at vcita, you will be responsible for creating, organising, and maintaining our ZenDesk Guide knowledge base for seamless multi-brand implementation. You will work closely with cross-functional teams, including Partners, Product, Marketing, Customer Success, and Sales, to ensure that our knowledge base is comprehensive, accurate, and up-to-date, helping our customers and partners find the information they need quickly and easily.

vcita was founded with the vision that small business owners deserve better and more fulfilling workdays. We develop smart, cloud-based solutions that help solopreneurs and small teams manage their entire business from a single app. Our solution turns time-consuming tasks like scheduling, payment collection and marketing into simple, one-click operations. vcita manages the entire customer life-cycle, from the first "hello" to the final invoice, empowering small business owners to enjoy their work while we do the heavy lifting. 

• Content Creation: Develop and curate articles, FAQs, guides, and tutorials in ZenDesk Guide to provide accurate and helpful information to customers.
• Manage Partner-Specific Branded Content: Create, upload, and replicate relevant partner-specific content using specified templates.
• Organization and Structure: Create a well-structured and intuitive knowledge base hierarchy to facilitate easy navigation and content discovery.
• Content Optimization: Continuously improve and optimize existing content for clarity, relevance, and SEO to enhance user experience and searchability.
• Content Updates: Keep all knowledge base articles current by monitoring changes in products, services, and processes, and ensuring that information is up-to-date.
• User Feedback: Solicit and analyze user feedback to identify areas for improvement and address common user queries and pain points.
• Collaboration: Collaborate with Head of Product Education, product teams, UX/UI, customer support, and subject matter experts to gather information and ensure the accuracy of content.
• Training and Documentation: Create and maintain documentation for internal and external partnership teams to ensure consistency in using the ZenDesk Guide and the knowledge base.
• Analytics and Reporting: Monitor key performance indicators (KPIs) related to the knowledge base, track user engagement, and provide regular reports to management for data-driven decision-making.
• Knowledge Base Governance: Implement and enforce policies and guidelines for knowledge base management, including version control and content review processes.

• Entrepreneurial mindset: You own your success and act for the benefit of the team and the company with a self-driven approach to exceeding your goals. 
• Tech Savvy: Do you have a strong curiosity about all things technical? Do you love finding solutions where they might not seem obvious? We want you!
• Detail-oriented: Details matter to you, and you love to deliver tasks with a high level of quality and attention to detail.
• Coachable: You know there’s always room for improvement. You seek out constructive criticism and opportunities to grow.
• Customer Obsessed: You make deadlines are met and always follow up as promised. You go the extra mile to make the clients get the best solutions for them.
• Great Communicator: Whether you’re writing an article or liaising with the product management team, you handle it all gracefully and professionally. It’s important to have exceptional technical writing and oral English communication skills to succeed in this role.
• Driven: You take the initiative, always looking at what you can do, what you can learn, and which projects can be taken on.

Qualifications:

• Proven experience in content management and knowledge base administration, preferably using ZenDesk Guide.
• Native English Speaker with strong writing and editing skills and an emphasis on clarity and simplicity.
• Excellent organizational and project management skills.
• Analytical mindset with the ability to use data to drive content improvements.
• Familiarity with SEO best practices for content optimization.
• Ability to work collaboratively in a cross-functional team environment.
• Detail-oriented and committed to maintaining high-quality content.
• Understanding of basic CSS and HTML 
• Experience with customer support tools and practices is a plus.

Extra Credit:

• Certification: Zendesk Guide Specialist
• Experiencing using ZenDesk Guide Multi-brand
• Content creation skills, such as video creation and editing