• Created internal Knowledge Base and external Help Center articles across a wide range of subject matters and target audiences, adjusting content, style and tone to match.• Reviewed technical documentation to update information based on product developments or outdated data.• Created and developed articles during a new product launch.• Collaborated with product specialists, program managers, and software engineers to produce valuable content.• Worked with the localization team to align content with specific needs and best practices for foreign markets.• Collaborated with subject matter experts to gain in-depth understanding of technical product requirements.• Managed the hiring process for Content Writers.

• Provided clear and concise step-by-step technical support to guide customers.• Asked customers targeted questions throughout troubleshooting to determine solutions and resolve issues.• Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.