Knowledge Editor (Community Support)

As a Community Support (CS) Knowledge Editor, you play a crucial role in maintaining knowledge platforms, communications, and information/process flows for our customer support specialists. Your primary responsibilities include translating information into clear, easy-to-understand content across internal knowledge bases, adhering to the company’s tone and voice standards. Let’s break down your key duties:  

Key Responsibilities:   

  • Maintain various content types within our knowledge bases, including:  
    1. FAQs  
    2. Community Support standard responses  
    3. Call-scripts  
    4. Short and long-form Help Center articles  
    5. How-to guides  
    6. Tool manuals  
  • Collaborate with front-line support staff and cross-functional partners to notify them about changes made to our knowledge bases and Help Center.  
  • Work on higher complexity content and knowledge projects under the supervision and guidance of experienced team members.  
  • Actively address feedback tickets received from front-line support staff or cross-functional partners  
  • Resolve knowledge gaps and improve the accuracy of information provided.  

 Required Expertise:  

  • Must possess excellent writing, editing, and proofreading skills.  
  • Thrive in a fast-paced environment and are comfortable with ambiguity.  
  • Experience working with C/KM systems such as Drupal, Confluence, ContentStack, or Contenful.  
  • Work autonomously and proactively seek support when needed.  
  • Familiarity with applying SEO techniques.  
  • Preferably a graduate of AB/BS in Journalism, Marketing, Communications, English, or related fields, or equivalent working experience.  
  • Will be assigned at Eton Centris, QC 
  • Willing to work on a temporary remote work setup but will soon transition to hybrid (3x work onsite) 
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