Education Solutions Specialist

The Education Solutions Specialist will create and maintain Switcher Studio’s customer-facing written support resources, including but not limited to help center articles, user guides, in-app help resources. This individual will be responsible for determining the clearest and most logical way to present technical product information to users, while optimizing educational content for greatest reader comprehension and product understanding. This individual will develop a deep understanding of our product and existing knowledge base system, identify knowledge and content gaps in current support resources, and create new resources that are in a consumable format that is tailored to the needs of our customers.Working closely with the Senior Product Educator, this individual must acquire and maintain exceptional product knowledge.

Essential Duties and Responsibilities

• Gather and document technical and product information from internal subject matter experts, including the Product and Engineering teams, to document new or changing product functionality.
• Prioritize and plan educational content to meet product release dates.
• Create, review, and maintain Help Center articles and other customer-facing support resources.
• Ensure support resources stay accurate and up-to-date.
• Publish and maintain a style guide and best practices for written documentation, ensuring a consistent “look and feel” for support resources.
• Test the product against support resources for accuracy and consistency.
• Identify problem areas or deficiencies related to educational content, and drive solutions based on best practices and an understanding of Switcher Studio customers.
• Leverage customer feedback to identify opportunities for improving self-service support resources and reducing incoming support tickets.
• Analyze existing keyword search data to optimize existing support resources and to develop new content.
• Identify and scope supplemental content needs, such as video tutorials, to make complex information more easily understandable in support materials.
• Maintain a catalog of support content for quality governance and to strategically drive content updates.
• Make recommendations for prioritizing support content translations to non-English languages.
• Provide direct customer support on an ongoing basis to maintain an understanding of customers’ needs, goals, and challenges.
• Assist with QA testing as needed.
• Develop and maintain deep product knowledge by leveraging internal teams and existing support resources, and by exploring the product on your own.
• Maintain reporting requirements as defined by the CX Manager and/or Head of CX.
• Achieve success metrics as defined by the CX Manager and/or Head of CX.

Requirements

• At least two years experience creating educational content or technical documentation.
• Excellent written, editing, and communication skills (in written and spoken English).
• Able to communicate technical information to audiences with different levels of technical skills and acumen.
• Demonstrated track record of delivering projects by deadlines.
• Must be detail-oriented and organized.
• Able to work independently and within a collaborative team environment with minimal guidance/supervision.
• Motivated to learn technical concepts quickly and keep knowledge up-to-date.
• Have the capacity to work in a fast-paced, fast moving environment, and adjust responsibilities accordingly.
• Must be a problem-solver with a willingness to take on new challenges and build on current skills.

Preferred Qualifications

• Experience creating video content.
• Experience working with Engineering, Product, and/or CX teams

Benefits

• 12 paid holidays: New Years Day, MLK Jr. Day, Oaks Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving, Christmas Eve, Christmas, and your birthday
• Unlimited PTO
• Option to work-from-home through 12/31/21
• Paid Parental Leave
• Paid Family Leave
• 401k
• Company Paid Life Insurance
• Voluntary Insurance: Short and Long Term Disability, Life
• Medical, Dental, Vision: Company paid for single coverage
• Casual work environment; most of us wear company t-shirts and we’ll give you five when you start
• Hip, newly renovated office in Louisville’s Butchertown neighborhood; a converted warehouse with giant windows and stylish decor, refreshments included