Knowledge Base Writer

4 weeks ago

Porac, Philippines Lawnstarter Inc. Full time

LawnStarter is an online platform that connects homeowners with lawn care professionals. We help homeowners find lawn care services easily, and we help small lawn care businesses find more customers. We have received over $20 million in investment money and are growing quickly. We want to change how the $115 billion lawn care industry works.

KNOWLEDGE BASE WRITER

As a Knowledge Base Writer, you will help create and update helpful articles for our customers and support team. We will teach you about our processes and train you in technical writing. Your experience with customer support and understanding of escalation workflows is more important than perfect English or technical writing experience.

The perfect person for this job:

  • Has customer support or help desk experience
  • Understands escalation processes and ticket workflows
  • Can write clearly in English (doesn't need to be perfect)
  • Is patient and detail-oriented
  • Eager to learn and improve writing skills
  • Comfortable asking questions when something is unclear

Benefits of this position:

  1. Team
    1. We have carefully chosen kind, motivated, and intelligent people for our team. This is why LawnStarter won "Best Place to Work" awards in Austin in 2018, 2019, and 2020.
  2. Growth
    1. We are a small team that gives real responsibility to motivated people. You will be responsible for your own work and help shape the company's future. If you want to grow your career and learn new skills, this is a good place for you.
  3. Startup Environment (Without the Early Stage Risk)
    1. We combine startup innovation with established business stability. This means you get the fun of a startup with the security of an established business. We have strong financial support from technology investors.

Responsibilities

  • Update existing documentation based on process changes
  • Document escalation procedures you learn from the team
  • Help translate complex processes into simple steps
  • Follow documentation standards and formats we provide
  • Review and improve existing articles

Requirements:

  • Must be Tier III employee or higher (internal requirement)
  • Must meet or exceed quality standards
  • No current disciplinary warnings
  • Good attendance record
  • Can work from any location
  • Flexible 8-hour schedule between 6 AM - 5 PM Central Time
  • Strong writing skills - can explain difficult things in simple ways
  • Experience writing different types of technical documents
  • Comfortable asking engineers many questions to get information
  • Knowledge of documentation software like Confluence, Zendesk Guide, or similar
  • Good research skills to find information from different places
  • Can manage multiple projects and meet deadlines
  • Good organization and problem-solving skills
  • Works well with others and communicates clearly
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