Greater Pittsburgh Area, PA 15222
In this role you will play a central part in providing support to customers, maintaining high levels of customer satisfaction and quick resolution of customer issues. To be successful in this role, you will be skilled in analyzing and clearly documenting technical workflows, diagnostics and scenarios to be used by users with varying technical expertise. Ideally, you have a technical background and a demonstrated ability to deliver high-quality documentation, communicate effectively, meet deadlines and drive continuous improvement.
Produce high-quality documentation for the expected behavior of the platform on user support site for users of various technical capability
Collaborate effectively with the Customer Support and other teams within the company to help meet the needs of customers
Design, organize and manage complex documentation sets to maximize discoverability for users to resolve their questions or issues including troubleshooting
Supplement written documentation with relevant screen captures, instructional videos or other user support materials
Review, proofread and edit documentation created by others with an emphasis on coaching others to improve their technical writing skills
Familiarity with content management systems including Salesforce as well as wikis, blogs, GitHub, etc.
Ability to excel in a fast-paced environment, embrace change, and show good judgment to make life easier for end users
Track record of professional and effective verbal and written communication skills – multilingual capabilities are a plus
Bachelor Degree or equivalent experience expected
3+ years of relevant experience, such as technical writing, product documentation, or online publishing including experience writing technical, customer-facing materials
Demonstrated knowledge of Windows/Mac OS/browser and hardware troubleshooting
Experience with cloud-based platforms in one or more of the following: online video capture, learning management systems, video content management systems, or similar web or video application tools
Knowledge of localization, globalization and authoring standards a plus
"Whether you are looking to fill or looking to advance your career, I would strongly suggest speaking to Scott and his team at OpenArc. Scott and his team provided a consultative and hands on approach throughout the entire process in my recent transition. Their unique approach was unlike anything I've experienced either as a candidate or a hiring manager,"-Mark Quinn, Service Sales Executive at Siemens Medical Solutions, USA, Inc.
"Working with OpenArc was a great experience. The position I accepted was accurately described and my questions on benefits, paid time-off, and holidays and more were promptly answered. The entire OpenArc team was a very professional and to the point. I highly recommended OpenArc to all of my peers."- Lisa McLaughlin, Executive Director, ACAPT