Technical Support Documentation Specialist
Bronlinkit.nl (externe link)Technical Support Documentation Specialist voor een SaaS-platform, hybride Zuid-Holland, 32-40 uur/week, start 2 november.
- Locatie
- Zuid-Holland
- Werkvorm
- hybride
- Uren
- 32–40 uur per week
- Sluitingsdatum
Mogelijk warme-stoelsignaal. Oordeel onzeker; geen bewijs dat al een kandidaat is gekozen.
De startdatum of korte looptijd valt op. Dit kan ook passen bij spoed, tijdelijke vervanging of afwijkende brongegevens; datums alleen bewijzen geen voorselectie. Dit is een aanwijzing, geen bewijs van een vooraf gekozen kandidaat.
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Eisen
- Ability to quickly understand technical support content and new software products.
- Available for 32 to 40 hours per week and approximately 3 days per week on site.
- Experience documenting support issues, resolutions or known solutions in a structured way.
- Experience gathering and validating information with subject matter experts.
- At least 3 years of proven experience in documentation, knowledge management, technical writing, or an IT or technical customer support environment.
- Strong written communication skills in English.
- Demonstrable ability to translate technical information into clear, user-friendly documentation.
- Experience with database systems such as SQL.
- Basic understanding of SaaS, software applications or IT support concepts.
Wensen
- Experience standardizing documentation formats or knowledge article templates.
- Experience working with support ticketing environments.
- Experience in a technical service and support or operations center environment.
- Familiarity with knowledge base platforms or documentation tools.
- Experience documenting B2B software products for an international user base.
Volledige omschrijving
LINKIT is looking for a Technical Support Documentation Specialist to strengthen the support documentation for a business-critical SaaS platform used by customers worldwide. You join the support organization, where product knowledge meets day-to-day support practice. Much of the knowledge needed to resolve platform issues currently lives in tickets, conversations and the heads of subject matter experts. Your job is to capture that knowledge and turn it into clear, structured and reusable documentation, so colleagues can resolve issues consistently and efficiently.
You start by documenting straightforward support tickets and known solutions. As your product knowledge grows, you take on more detailed documentation and contribute to broader knowledge-sharing initiatives. You work closely with product experts to validate technical content and with the support colleagues who use your documentation every day. This is not a pure copywriting assignment: the right person quickly understands technical support content and translates it into practical, user-friendly documentation.
Responsibilities include creating and maintaining clear, structured support documentation; reviewing straightforward support tickets and documenting resolutions, workarounds and recurring issues; converting knowledge from tickets, conversations and subject matter experts into reusable knowledge articles; translating technical information into user-friendly documentation that support colleagues can apply directly; identifying gaps in existing documentation and proposing concrete improvements; supporting the standardization of knowledge article structures, templates and documentation formats; improving the consistency, quality and usability of existing knowledge articles; validating technical content with product subject matter experts before publication; keeping documentation up to date as solutions, workarounds and product behavior change; using database queries (SQL) where needed; gradually expanding product knowledge; and contributing to broader knowledge-sharing initiatives within the support organization.
The location is Zuid-Holland, start date is ASAP (2 November), duration is 6 months, hours per week are 32-40, and the way of working is hybrid with approximately 3 days per week on site.
Bekijk bij linkit.nl (opent in een nieuw tabblad)
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