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Help Centre Specialist | Help Centre Specialist in Job Job at Unbounce in Vancouver BC | 6031373605

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Help Centre Specialist

Vancouver, BC

We’re looking for a Help Centre Specialist to help us level up our knowledge base and create a more effortless customer background at scale. In this role, you will build, maintain and structure our Help Centre assets while keeping tabs on metrics like customer effort score, self-help ratio and contact volumes to ensure that our documentation is solving our customers’ problems. You’ll develop our Help Center strategy in close partnership with the Support Operations Manager, Support Team and Product Team. This role is part of our Support Operations Team and reports directly to the Support Operations Manager. What You’ll Be doing: Define the Help Centre knowledge management strategy. Optimize Help Centre info hierarchy and searchability to ensure that content exists, and customers easily find what they need when they look for it. Help to lower support contact volumes by improving help centre channel stickiness. Build and maintain fun, effective, high quality documentation and assets including text, screenshots, diagrams, videos and voiceovers that are easy to understand. Work efficiently with stakeholders and subject matter experts across the organization to develop and optimize content for new and existing products, features, and services. Leverage Zendesk, Google Analytics, and other tools as needed to monitor key metrics such as self-help ratio, customer effort score, and support contact volumes. Use this data to evaluate business impact, track usage, define efficiencies and improve Help Centre strategy. Coach and develop contributors to our Help Centre to support the KCS (Knowledge Centred Support strategy). Ensure written and visual Help Centre content meets Unbounce’s brand standards, establish guidelines based on best practices and develop the team to ensure they are achieving or surpassing them. A Little Bit About You: 2-three years of background in writing software documentation. A strong expertise to translate dense technical material into easy-to-digest, yet accurate writing that’s a delight to read. A high standard for quality in accordance with our company style guide. Previous background in SaaS is an asset Previous background in using Zendesk Guide is an asset Background in managing cross-team projects to completion. The expertise to identify areas for process improvement and lead out the change from start to completion with exceptional change management. The expertise to respectfully and effectively communicate ideas and info verbally and in writing to ensure that messages are understood and have the desired impact. Communication includes listening skills, giving and receiving feedback, public speaking skills, presentation skills and non-verbal communications. Working cooperatively with others to be a part of a team. Includes conflict management, relationship-building and social skills that foster positive and collaborative work environments. Sounds like a fit? Sign up for Unbounce ! It's free.Create a landing page in Unbounce, which can include:❯ Links to your LinkedIn, Twitter profile and/or personal website.❯ Examples of companies you’ve worked with and some details of work performed/success achieved.❯ three examples of web sites that you think are doing exciting work.❯ What you find intriguing about working at Unbounce.❯ 2-3 relevant writing samples that you've done.❯ Give us 3-5 tips on improving the content of this page .❯ Why you think we should hire you.Once your landing page is completed, please add the link to your application as your 'Website'. What’s In It For You? A remote-friendly office with flexible scheduling - for this role we will consider all applications from those based in Canada with the option to work from our Vancouver office. four weeks vacation plus Christmas Holiday Closure - you're entitled to the week of Christmas off with pay through to and including Jan first. Vacation bonus - $1,000.00. 12 Personal Wellness Days (This includes: Sick days, moving days, personal days, etc). Health and Wellness budget - $500.00. Networking budget - $500.00. A paid day off for your birthday. 1 paid volunteer day per year. 1 day every two weeks of dedicated professional development time. Unbounce Welcomes Everyone to Apply At Unbounce we celebrate everyone and their multiple intersecting identities. We believe a panorama of background allows us to make better decisions together and inspires innovation so that we can better serve our customers and community. Our goal is for every Unbouncer to feel deeply connected to their team through mutual value, respect, and understanding.Please let us know if you require any accommodations or support during the recruitment processPowered by JazzHR
November 21 on The Resumator
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