
Knowledge Base Documenter
7 days ago
About Us
Job DescriptionLawnStarter is a fast-growing online platform connecting homeowners with lawn care professionals. We make it easy for people to find reliable services and help small businesses thrive. Our team is passionate about changing the $115 billion lawn care industry.
We are seeking a skilled Knowledge Base Writer to create and update helpful articles for our customers and support team. As a member of our team, you will learn about our processes and be trained in technical writing. Your experience with customer support and understanding of escalation workflows is crucial for this role.
The ideal candidate should have:
- Customer support or help desk experience
- Understanding of escalation processes and ticket workflows
- Excellent written communication skills in English
- Patient and detail-oriented approach
- Eagerness to learn and improve writing skills
Responsibilities
Your primary duties will include:
- Updating existing documentation based on process changes
- Documenting escalation procedures learned from the team
- Helping translate complex processes into simple steps
- Following documentation standards and formats provided by the company
- Reviewing and improving existing articles
Requirements
To succeed in this role, you must meet the following requirements:
- Be a Tier III employee or higher (internal requirement)
- Meet or exceed quality standards
- Have no current disciplinary warnings
- Maintain a good attendance record
- Be able to work from any location
- Have a flexible 8-hour schedule between 6 AM - 5 PM Central Time
- Have strong writing skills to explain complex concepts simply
- Experience writing different types of technical documents
- Be comfortable asking engineers questions to gather information
- Knowledge of documentation software like Confluence, Zendesk Guide, or similar
- Good research skills to find information from various sources
- Ability to manage multiple projects and meet deadlines
- Good organization and problem-solving skills
- Excellent teamwork and communication skills
Benefits
As a member of our team, you can expect:
- A dynamic and motivated team environment
- Growth opportunities to develop your skills and career
- A stable and secure work environment with established business stability
About Us
We are a forward-thinking company that combines innovative approaches with established business principles. Our team is dedicated to providing exceptional service and making a positive impact in the industry.
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