What are the responsibilities and job description for the UX Writer position at Aquent?
Our client needs a UX Writer who is comfortable producing and programming in content management systems. Must also be comfortable with creating user-friendly content for somewhat complicated features and concepts. Must be digitally savvy, can work autonomously, and have experience creating and expanding on content plans and inventory, has a strong understanding of user experience and how to create a narrative.
- Experience with having previously written education or training material, especially for a website, strong preferred.
- Experience developing content for large, consumer facing sites, tools, a strong plus.
- Experience with Pendo or similar applications is also a strong plus.
- Experience with Freshdesk is a plus.
- Comfortable working with graphic designers and UX designers so that they understand what art assets they need to deliver.
Here's a brief overview of the projects you will be working on:
Project 1: We need training and educational overlays for a software application so that users can better understand how to work with the system. Pendo is a CMS tool that allows us to create step by step training content, product tours, tool tips and more. Content can include short video clips, animated gifs, static images, poll questions, etc. We have a Help Center that includes How To resource material that can be repurposed for content for the guides.
Project 2: Consultant will work with the Product team and graphic designers to create additional Help Center content when new features and enhancements are released, following existing style guide. Consultant will add to style guide as needed. Our Help Center has been recently refreshed, so content just needs to be added or enhanced whenever new releases come out. Consultant would write, edit and produce/program content in the Help Center resource tool, which is FreshDesk.
Project 3: Based on Help Center content material, consultant will create scripts for chatbots to follow when users contact it for more help. Based on most asked questions, consultant will write scripts following a decision tree path that will make recommendations to article pages in Help Center. These will not be very complicated scripts as after two to three interactions, if recommended content is not enough for user, they will be sent to customer support. Example: User types in chat bot “I need help logging in.” System will respond based on script “Hi, I see you need help logging in. Here’s a link to the page in Help Center for logging in.” Have I solved your problem? No? Sorry to hear that, I’m forwarding you to a live agent for help. Thanks.
