FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in creating and managing customer-facing content, including Knowledge Base articles and Release Notes, while applying KCS principles and leveraging Zendesk tools for effective knowledge management. Possesses strong analytical skills to evaluate content effectiveness and improve user experience based on customer feedback and performance insights.
Highest-signal resume keywords
Technical WritingKnowledge Base ManagementZendesk Help CentreKCS PrinciplesContent Strategy
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical WritingEditingProofreadingContent CreationContent Lifecycle ManagementInformation ArchitectureSearch OptimizationData AnalysisTroubleshooting DocumentationAI-Assisted Knowledge Management
Soft Skills
Attention to DetailAnalytical MindsetJudgmentCollaborationIndependence
Tools & Technologies
ZendeskZendesk Help CentreZendesk ReportingCRM ToolsContent Generation Tools
Industry Keywords
Customer SupportKnowledge ManagementContent StrategyTechnical Support DocumentationEmbed Products
About the role
Key responsibilities & impact- Develop and continuously improve customer-facing content that helps customers and Support teams find accurate, practical solutions quickly
- Convert recurring customer issues, troubleshooting steps, product changes, and subject matter expertise into Zendesk Help Centre articles and Release Notes
- Establish and maintain processes for creating, reviewing, and publishing Knowledge Base content
- Identify content opportunities from Support tickets, escalations, resolved tickets, recurring knowledge gaps, and Zendesk Copilot
- Write, edit, and publish content using KCS practices, templates, and documentation standards
- Coordinate preparation, review, and publication of customer-facing Release Notes
- Improve Help Centre structure, navigation, and content relationships
- Support AI-assisted knowledge discovery, article recommendations, and publishing
- Prioritize content with Support leadership based on customer impact, demand, and business need
- Collaborate with Documentation to define ownership of document types
- Partner with the CRM Administrator to evaluate and launch Zendesk and Help Centre functionality
- Establish scalable processes for collecting and acting on Support feedback
- Monitor Knowledge Base performance using Zendesk reporting, ticket trends, article feedback, and search behavior
- Analyze recurring Support topics to identify content gaps and improvement opportunities
- Recommend content priorities and report progress against the Knowledge Base strategy and success measures
- Use performance insights to improve content, standards, and publishing practices
Requirements
What you’ll need- Experience creating technical support documentation, Knowledge Base articles, or customer-facing Release Notes
- At least nine months of experience with Embed products
- Practical understanding of Embed’s software, hardware, and customer environments
- Knowledge of KCS principles
- Familiarity with Zendesk Help Centre content, structure, and navigation
- Strong technical writing, editing, and proofreading skills
- Ability to turn complex troubleshooting information into clear, customer-friendly content
- Analytical mindset
- Ability to use ticket trends, usage data, search behavior, and customer feedback to identify gaps and evaluate content effectiveness
- Strong attention to detail and technical accuracy
- Sound judgment about customer-facing versus internal information
- Ability to work independently, manage competing priorities, and collaborate with global subject matter experts through review and publication
- Understanding of information architecture, taxonomy, metadata, search optimization, and content lifecycle management
- Experience with AI-assisted knowledge management or content-generation tools
- Some morning and evening calls expected to coordinate with people in different time zones
Benefits
Comp & perks- Not specified 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score