Meta AR/VR Job | Technical Writer | Oculus
Job（岗位）: Technical Writer | Oculus
Type（岗位类型）: Operations
Citys（岗位城市）: Remote, US | Sunnyvale, CA | Menlo Park, CA
Date（发布日期）: 2022-2-25
Summary（岗位介绍）
This is a great new opportunity for an experienced, driven and enthusiastic Technical Writer to join our ever evolving team of writers and share your innovative ideas with the Meta Reality Labs Customer Support Organization.
As a seasoned, engaging and talented Technical Writer you will become part of a team that maintains the most important part of the agent facing reference tools. The content written and maintained here impacts how our agents service our customers and being a part of this team puts you at the forefront of that experience. You will be able to influence and drive work streams that contribute to efficiencies and excellent customer support.
Qualifications（岗位要求）
BA/BS degree
7+ years of experience in technical writing or similar role
Proficiency of Zendesk or similar CRM used in customer support setting
Fluency in technical software and high-tech learning (SaaS software and hardware)
Effective written communication skills
Experience to adapt to fast changing requirements. Experience to drive content architecture and its evolution
PM experience, attention to detail
Description（岗位职责）
Design, create and publish content that is informative, streamlined, visually compelling and easily consumed by our audience
Assess and drive the best strategy for presenting technical information to our audience ensuring reader comprehension
Partner with and manage stakeholders across multiple teams
Partner with team members to provide guidance and support on complex articles
Ensure content accuracy across multiple platforms and teams (product, product marketing, sales)
Analyze information required for the development and update of Meta CS policy and procedures
Take full ownership of all macro scripting in collaboration with vendor management team
Manage end-to-end content development process, milestones, collaborators and status reports
Manage and generate data around usability of all generated articles
Manage and maintain article, macro and communications update strategy
Additional Requirements（额外要求）
Understanding of contact center operations
Proven experience influence best-in-class strategies for policy and procedure adoption
Proficiency with structured authoring tool frameworks
Proficiency driving cross-functional team process improvement to benefit documentation quality
Experience writing for similar audience
PM certification
