Knowledge Management specialist/Technical writer

- Edit, rewrite, and create help articles while adhering to the company’s style, voice, and tone guidelines. - Check an article's accuracy by researching and collaborating with product experts, designers, or engineers. - Improve an article's accuracy and content design based on customer feedback. - Participate in group projects, such as the Archive project, which reduced the escalation rate of the articles involved. - Translate complex information into digestible content for internal and external end users. - Proofread, give feedback, and evaluate the drafts of the team’s writers. - Give guidance in researching, content designing, and Wordpress editing. - Give training to new team members. 2 writers under my supervision were eventually promoted to Sr. Writers.

- Fix technical errors in the software. - Answer questions or guide customers on how to use the software. - Sell and suggest the right product that suits the customer’s business. - Resolve discrepancies in a customer’s account. - Make sure that customer is satisfied with my assistance -- highest customer satisfaction in surveys is 96%.