Knowledgebase Technical Writer San Diego

ESET is a leading global security software company located in San Diego, California and Bratislava, Slovakia, and partner offices worldwide. We protect businesses and consumers from a range of evolving threats, including viruses, spyware, adware and identity theft. Our superior threat protection solutions are in high demand, and we're seeking talented, high-energy individuals to join our team.

Knowledgebase Technical Writer
Location:	San Diego
Job Code:	142
# of openings:	1
Description
Job Description: The KB Tech Writer I is primarily responsible for creating and editing Software Product User Guides, Knowledgebase articles, product help content, customer email templates, moderating ESET’s online discussion forum, and creating internal/external support material as needed. Duties: Performs the following using independent judgment and discretion. Other duties may be assigned. 1. Maintain and update knowledgebase content in a timely, accurate and organized manner. Work individually and with other KB team members and staff to create, edit, validate and publish new content to the Knowledgebase. This may include a large portion of multi-media design and development, such as Adobe Captivate and Flash video content creation, as well as other multi-media tools. Proactively work with soon-to-be-expiring objects to ensure they remain relevant and active in the Knowledgebase. 2. Management & maintenance of English, French and Spanish agent-to-customer scripts. 3. Professional and accurate moderation of ESET online discussion forums. 4. Usage of correct spelling, grammar, and styles and to assure all content is error-free and of the highest quality possible. 5. Organize input and information from Authors, Subject Matter Experts and Reviewers classifying new content correctly within established KB categorization hierarchy. Create new KB categories as necessary. 6. Meet or exceed service goals when responding to and acting on customer feedback and comments. 7. Other KB-related projects and tasks such as KB analytics, KB reporting, alternate language work, etc. Qualifications: • Must have Associate’s Degree in Creative Writing, Professional/Technical Writing, or 2 years experience writing for technical audiences • Must have Ability to work independently and prioritize tasks and projects according to the needs of internal and external customers • Must have advanced written, verbal, editing, research, technical interviewing, and grammar skills • Must have ability to type 40 WPM • Must have ability to learn and react quickly in a fast-paced environment • Must have ability to thrive in a team-oriented environment • Must have Proficiency using Adobe InDesign & Adobe Photoshop • Must have Intermediate working knowledge of Mac OS X • Preferred: Captivate or Flash programming experience • Preferred: Intermediate-level understanding of HTML.

Knowledgebase Technical Writer San Diego