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Knowledge Base Content Writer

Hey there, we need you! We're looking for a Knowledge Base Content Writer to develop the most useful and engaging Knowledge Base for our Support site.

We're Duetto and we're deep in the hospitality industry, providing SaaS products for hotel operations. This position falls under the Customer Success organization, and the Knowledge Base is part of a broader Support site. Our customers have come to depend on our high caliber of service and we never want to let them down. If your writing has the human touch, we need your help to produce practical and actionable support articles to help our customers resolve issues on their own, learn how to get the most out of our products, answer their most pressing questions, and be curious about new features.

What you'll be doing
  • Write informative support articles to provide a self-service resource for customers to troubleshoot or resolve issues on their own, and complete their tasks.
  • Effectively explain complex and sometimes tedious concepts with empathy and in a friendly and modern manner, using a conversational structure, and always, always from the customer perspective.
  • Effectively convey information in multiple formats –– visual, video, and of course, text –– and know when to recommend the appropriate format.
  • Implement the review process with remote SMEs and busy stakeholders, ensuring they are checking for accuracy and integrity, and getting it all done in time to deliver the final content on deadline.
  • Have a deep understanding of user search patterns, so you can refine the information architecture and content organization to ensure that users will easily discover relevant information on their first try.
  • Generate usage reports, and analyze support tickets and customer feedback to determine content gaps, expand on popular topics, and update existing articles.
  • Define the content strategy and editorial calendar for all content on the Knowledge Base.
Bring your experience with you
  • 7+ years producing user content for knowledge bases, contact center support, online help, product UX, or digital web content. Technical writing experience would be fabulous.
  • Incredible, progressive writing skills, an editor's eye for detail, sharp interviewing and information gathering skills, and amazing organizational aptitude.
  • Solid understanding of how knowledge base systems work and proven ability to construct a scalable and highly searchable information architecture on them.
  • Expertise with multiple authoring tools to be able to produce infographics, diagrams, videos, articles, and anything else that comes your way.
  • Effective project management skills with proven ability to work successfully on multiple projects simultaneously, take projects from start to finish, and collaborate with remote teams.
  • Thrive in a fast-paced, casual, communal environment, and undaunted by the constant change that comes with a rapidly expanding startup.
  • Have an opinion on the Oxford comma, but then agree with ours.
If you're still reading about this position, then apply immediately. We'd like to meet you.

About Duetto

Duetto is bringing progressive 'big data' cloud technology to the enterprise side of the travel business, a massive industry ripe for innovation that represents almost 10% of global GDP. Led by former CTO and travel industry experts, we use predictive analytics to help hotels make more money through smarter pricing decisions.

Our team is Series D funded by an impressive list of investors including Warburg Pincus, Accel, Battery Ventures, Icon Ventures, Altimeter Capital, Trinity Ventures, and Benchmark Capital, as well as notable individual investors from the technology and travel communities.

At Duetto, we are committed to creating an atmosphere of inclusion and acceptance. We believe that by cultivating a team with diverse backgrounds, perspectives, and experiences, we will continue to lead the industry with our cutting-edge platform-based hospitality technology. Duetto offers an open and collaborative work environment with competitive benefits packages including flexible work hours, 28+ days of PTO per year (including holidays), 12-20 weeks of fully-paid parental leave, and frequent community-building events.

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