Consultant - Technical Writer

Consultant - Technical Writer - ITO080470

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Consultant - Community Support Knowledge Editor, Content Management!

In this role, you will be responsible for maintaining the knowledge platforms, communications and information/process flows for our customer support specialists. You will also respond to feedback from our CS specialists and work with senior CKMPO team members and cross-functional teams to action it by updating our content.

Responsibilities

· You are responsible for translating information into clear, easy to understand content across internal knowledge bases in line with Airbnb's tone and voice standards

· Content types you maintain include FAQs, Community Support standard responses, call-scripts, short and long-form Help Center articles, how-to's and tool manuals.

· You communicate and notify front-line support staff and your cross-functional partners about the changes you have applied to our knowledge bases and Help Center.

· You execute content and information management writing tasks assigned to you by Content & Knowledge Strategists or Management, and may work on higher complexity content & knowledge projects under supervision and guidance with experienced team members.

· You action feedback tickets received from our front-line support staff or cross-functional partners to resolve knowledge gaps that improve information accuracy

Qualifications we seek in you!

Minimum Qualifications / Skills

· BA/BS in Journalism, Marketing, Communications, English, related fields, or equivalent working experience

· Excellent writing, editing, and proofreading skills

Preferred Qualifications/ Skills

· Resourceful, adaptable and comfortable with ambiguity; you have worked in a fast-paced environment

· Experience working with C/KM systems (Drupal, Confluence, ContentStack, Contenful, etc.)

· Highly independent, comfortable working autonomously and pro-actively seeks out support to unblock assigned tasks/projects

· Experience with/applying SEO best practices