Responsibilities

• Write and publish 2–4 Zendesk knowledge base articles per month
• Maintain and update content to reflect product changes and enhancements
• Format and structure content using basic HTML
• Create clear, client-friendly release notes and implementation guides
• Optimize support responses with helpful content links
• Promote awareness and usage of knowledge resources internally and externally
• Monitor content performance in Zendesk on a weekly basis
• Deliver monthly performance reports with insights and recommendations
• Identify gaps, outdated content, and underperforming assets
• Implement data-driven improvements to increase engagement and usability

Requirements

• Experience creating clear, client-facing technical or product content
• Familiarity with Zendesk or similar knowledge base platforms
• Basic HTML skills for formatting and structuring content
• Strong organizational and project management abilities
• Experience with video tools, webinar platforms, or screen recording software
• Ability to analyze performance data and turn insights into action
• Excellent written and verbal communication skills
• High attention to detail and focus on usability

Nice To Have

• Experience with Vidyard, Scribe, or similar tools
• Background in SaaS, technology, or client education
• Video editing experience

Benefits

• IRA with company Matching
• Bonus based on performance
• Competitive salary
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• Wellness resources