Software Support and Technical Writer for LMS Platforms

As a Software Support and Technical Writer at Stanbridge University, your primary responsibilities will include responding to customer inquiries through Freshdesk and phone support. You'll resolve issues, develop and update user documentation, and maintain knowledge base articles. Additionally, you will utilize Knowledge Centered Support (KCS) principles to capture and share knowledge effectively within the team.

The ideal candidate for the Software Support and Technical Writer position at Stanbridge University should have at least 2 years of experience in customer support, preferably using Freshdesk or similar platforms. Proficiency in spoken and written English, a strong focus on technical writing, and familiarity with Knowledge Centered Support (KCS) are also highly preferred qualifications.

In the role of Software Support and Technical Writer at Stanbridge University, you'll significantly enhance user experience by providing responsive customer support and creating clear documentation. Your technical writing ensures that users can easily navigate the LMS platform, and by capturing knowledge effectively, you’ll help the organization deliver a consistent support experience.

At Stanbridge University, a Software Support and Technical Writer will frequently use tools such as Freshdesk for customer support and employ Knowledge Centered Support (KCS) methodologies to manage knowledge. You'll also produce end-user documentation and maintain internal resources to ensure the team has access to updated information.

Yes, the Software Support and Technical Writer role at Stanbridge University is a remote position. However, candidates should be available to work during West Coast hours and possess the skills to collaborate effectively within a remote team environment.

When answering this question, provide specific examples of your past roles in customer support, particularly if you’ve worked with learning management systems. Focus on how you resolved user issues and how your support led to a better user experience.

To effectively address this question, share your approach to prioritization, such as identifying urgent issues or employing the 'triage' method to quickly assess and rank tickets based on severity and impact on users.

In your answer, detail your familiarity with Freshdesk, mentioning specific features you have used, such as ticket tracking, reporting tools, or communication capabilities, and how these have aided you in providing effective support.

Explain KCS as a methodology focused on creating and maintaining knowledge in a way that it can be easily shared and leveraged. Share any examples from your past experiences where you helped capture knowledge effectively to improve support quality.

Discuss the strategies you implement to make your documentation clear and accessible. Talk about using simple language, incorporating visuals, and structuring documentation for easy navigation to ensure users can find the information they need quickly.

Here, narrate a specific situation where a customer had a significant problem. Explain your approach to resolve it, emphasizing effective communication and how you ensured the customer's concerns were fully addressed.

Share your methods for product knowledge maintenance, such as participating in team meetings, reviewing product updates, and collaborating with development teams to ensure your support information is current and accurate.

Discuss various metrics you might track, such as customer satisfaction ratings, ticket resolution times, and user feedback on documentation. Highlight how you analyze this data to identify areas for improvement.

Reflect on the aspects of the role that inspire you, such as helping users succeed, the challenge of problem-solving, or the satisfaction derived from creating comprehensive documentation that genuinely assists others.

Provide insight into your communication practices, like regular check-ins through video calls, using collaborative tools for project updates, and being proactive in sharing information, ensuring the whole team is aligned regardless of distance.