TripActions is looking for a Content Specialist to join the rapidly growing Knowledge Management team. This is a role for a top-notch writer responsible for writing and editing documentation for the Support organization. The ideal candidate has excellent research skills, strong writing skills, user empathy, and be able to structure and translate technical content into easy to read content for internal audiences.

What You'll Do:

• Develop and maintain product and process content for multiple audiences, such as how-to documentation, FAQs, and help center documentation for support agents who provide customer service.
• Manage multiple assignments simultaneously, while working independently and with team members.
• Work with cross-functional teams (Support, Product, Customer Success, etc.) to identify documentation gaps and needs.
• Assist with regular reviews of the knowledge base to identify areas that need to be updated/expanded and to maintain freshness of content.
• Assist with user training of the knowledge base and gather feedback on a regular basis.
• Learn and stay current with the product by hands-on experience.
• Observe support activities to determine operating procedures and details.
• Complete writing assignments according to content guidelines regarding clarity, conciseness, style, and terminology.
• Select photographs, drawings, sketches, diagrams, and charts to illustrate content.
• Adhere to a Knowledge Style Guide.
• Advocate knowledge engagement effectively and efficiently.

What We Are Looking For:

• Bachelor's degree in English, communications, marketing, or a similar field
• One to four years of experience in content design
• Strong verbal and written English language skills
• Advanced computer skills and experience with web-based applications
• Proficient working cross-functionally with global, distributed teams
• Experience with Salesforce, GSuite
• Strong attention to detail
• Flexibility to pivot with the demands of the business or shift priorities quickly
• Strong organizational skills and the ability to multitask and prioritize in a fast-paced environment
• Experience with working with product or engineering teams or high-tech environment