• 70% Author and maintain UrbanBuz customer-facing support resources, including, but not limited to: Help & Learning, training guides, and the support form.
• 20% Work cross functionality with Support, Marketing, Customer Success and Product teams to obtain assets and product knowledge.
• 10% Communicate content changes to stakeholders (marketing, customer success team, customers and partners).
• Produce written and (some) graphical content for self-help resources, including, but not limited to: product overviews and FAQ, feature overviews, tutorials, troubleshooting, user education, etc.
• Create written content for the support team, such as: auto-replies, support briefs, etc.
• Audit and update existing self-help content for updates, and relevance
• Share need-to-know with all teams