About the Documentation Specialist (SaaS Product) Role
Disprz is seeking a Documentation Specialist (SaaS Product) to lead and execute documentation of Disprz's support and post-sales collaterals. You will be responsible for co- developing the technical content relevant to all Disprz suite of products and help improve technical processes using formal help centers.
The ideal candidate should have prior experience in IT/ SaaS documentations and possess good project management skills.
Responsibilities :
- Translate feature vision from product teams into support and post-sale collateral for potential upselling to clients.
- Be a part of the design and implementation of in-product help, co-developing the help content, including documents, tutorial videos (scripts) or other collaterals that learners see and interact with.
- Develop effective strategies, processes, and execution cadence to ensure that our Help Center is well-structured, well-organized, and comprehensive.
- Improve processes and Operational Level Agreements for Help Center change requests from cross-functional teams
- Run A/B experiments to measure support and collateral content effectiveness.
- Utilize data insights from multiple sources to identify trends and find opportunities to develop new support content to unblock learners.
- Work with our in-house content development teams to come up with suitable customer marketing content and strategies on an ongoing basis.
- Design webinar plans and schedules, 1:many interventions in working with our CS and support teams to ensure multiple users are benefited on a regular basis.
Education :
- BSc/BE degree required in computer science or a Masters degree with a bachelor's degree in engineering
- Formal Certifications in help desk systems would be advantageous
Experience :
- Overall minimum 2-3 years of experience in technical writing / documentation
- Experience working in help desk environments and knowledge of systems like ZOHO desk, Salesforce, Jira etc.; with real work experience in assisting customers and internal teams would be a plus.
- Prior experience in project management, tasks, schedules etc.
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