The LinkedIn Knowledge Management Solutions team is responsible for organizing, writing, and publishing LinkedIn’s Help Center content. As a Content Writer, you’ll be responsible for managing internal relationships with our business partners to understand the evolution of our products. The role is dependent on your ability to gather the necessary information to develop relevant and complete content, designed specifically for our help center audiences. You’ll analyze submitted content and review for accuracy, relevance, brevity, and readability, and above all, ensure our customers find it useful in navigating and engaging with LinkedIn’s products.
Taking care of our internal and external customers is our number one priority. You’ll be expected to collaborate across multiple teams and global locations in order to provide the best information possible. Researching, reviewing, and creating content will be your primary responsibilities.
Responsibilities of LinkedIn Knowledge Management team:
The LinkedIn Knowledge Management Solutions team is responsible for organizing, writing, and publishing LinkedIn’s Help Center content. As a Content Writer, you’ll be responsible for managing internal relationships with our business partners to understand the evolution of our products. The role is dependent on your ability to gather the necessary information to develop relevant and complete content, designed specifically for our help center audiences. You’ll analyze submitted content and review for accuracy, relevance, brevity, and readability, and above all, ensure our customers find it useful in navigating and engaging with LinkedIn’s products.
Taking care of our internal and external customers is our number one priority. You’ll be expected to collaborate across multiple teams and global locations in order to provide the best information possible. Researching, reviewing, and creating content will be your primary responsibilities.
Responsibilities and Roles:
• Drive successful member help experiences and support interactions by writing and editing high-quality and timely content that results in beneficial assistance for our customers and our support teams.
• Take ownership in using the appropriate voice, tone, language, format, and structure of knowledge base answers, standard text responses, and other LinkedIn content (site labels, blogs, mass messages, etc.).
• Work closely with internal stakeholders like product and localization teams, subject matter experts, legal, and marketing teams to create effective and accurate support content for current and new product features or issues.
• Promote optimal help and support experiences through education and negotiation with diverse groups that influence help content.
• Interact with multiple workgroups and management levels on projects (synergistic and competing) to help increase our support team’s effectiveness.
• Set a positive example for your colleagues with your attendance, actions, communication, performance, and customer success.
• Understand the business principles of member support for both LinkedIn and the customer service industry.
• Prioritize, resolve, and respond to internal inquiries/cases in a timely fashion.
• Document processes and suggest ongoing improvements. Provide feedback to management regarding necessary and recommended changes to the content process, system tools, or reporting to enhance efficiency.
• Requires some occasional travel.
BASIC QUALIFICATIONS
Bachelor’s Degree in English, Journalism, or related
5+ Years of total industry experience and minimum 3 years of experience in Technical Writing or Knowledge Management practices.
PREFERRED QUALIFICATIONS
- Experience in working with content management systems (any) and authoring tools (any).
- Sound analytical, organizational, and project management skills.
- Experience in DITA or other topic-based authoring methodology.
- Knowledge of Information Mapping, topic based authoring or similar methodologies.
- Proficiency in using authoring tools such as XMetal, Oxygen, will be an advantage.
- Proficiency in SharePoint, Confluence, JIRA.
- A team player who can develop strong relationships with partner and writing team.
- Enjoys working within teams (both local and global) but can also work independently.
- Curious, innovative, and passionate about learning.
- Positive attitude and growth mindset.
- Flexible and willing to help with other projects, as needed
Suggested Skills
- Communication
- Problem Solving
- Collaboration