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Job Information
Job title

Knowledgebase Editor

Company Autodesk
Wage Not specified
Location United States, New Hampshire, Manchester
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 5/10/2005
Description
General Summary:
This person is responsible for managing the creation and editing of content held within the internal and external knowledgebase as well as production and distribution of technical communication to the field including customers and partners for all Autodesk products on a worldwide basis. He/she provides accurate, timely and consistent information through the support web site, knowledgebase databases, as well as external and internal communication regarding support information. S/he manages the process to ensure that all posted information (internal and external) has been validated before it is posted and meets the corporate communication standards. This person manages the update of the Support Intranet, and provides assistance to the Communications Manager with the development of the Support Internet.

Principal Duties and Responsibilities:

  • Manage the process to provide technical communication/information to clients, company sales, Technical Support Specialists, and Engineers, Software Systems Engineers. As well, manage the communications information process.
  • Gather information from technical specialists for the Knowledge Base internal/ external, edit product FAQs for all Autodesk DSG products. Establish process to ensure FAQ and Knowledge Base information is tested/validated and formatted before publishing.
  • Manage the process to inform the technicians of new documents posted to the knowledgebase weekly.
  • Provide input for weekly (bi-weekly) Support Communication news updates sent to Worldwide Techs, Worldwide Channel or other Internal stakeholders if/when needed.
  • Act as the point person for all support communications/KB contact information on all product technical support documentation
  • Ensures accuracy of all information posted by doing research and validation. Maintaining current support web content and knowledgebase articles - keeping them up to date with timely information.
  • Project Management involving: technical writing projects for the web, procedure writing and external news bulletins for internal and external clients.



Requirements:

  • B.A. (any field) preferred, or College Technical Communications/Writing certificate (or equivalent).
  • 5+ years of relevant work experience (knowledge management a plus)
  • Excellent technical writing skills in English. Listening skills, calm, inquisitive. Knows how to handle a variety of customers (internal and external). Must be diplomatic and able to communicate effectively
  • Writing and Communication skills must be exemplary and represent the corporate image and culture of Autodesk
  • Knowledge of Adobe, HTML, Web Concepts and writing for the web.
  • This individual must have a basic understanding of Autodesk products.
  • Thorough knowledge of customer service practices and procedures.
  • Thorough knowledge of office systems and equipment including good PC, word processing skills.
  • Project Management skills required ? Ability to multitask and prioritize with occasionally tight deadlines.
  • Works independently with minimal supervision. Provides significant input into overall project direction.
  • Needs to function well within a team, share information with team members, capacity to request help/information from team members for knowledge database contribution.
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Experience/Skills
See Above

Other desired skills:
Knowledgebase Editor
This job has expired.