Telus Digital
Sr. Knowledgebase Writer
Guatemala City, Guatemala. Posted a month ago
The role
The Senior Knowledgebase Writer manages the full content lifecycle to ensure global employees have access to accurate information. This role involves creating, managing, and maintaining a high-quality knowledge base for human and AI consumption.
What you will do
- Create, edit, update, and publish specialized, complex, or highly technical content.
- Maintain an organized structure of the knowledge base.
- Partner with subject matter experts to capture and update knowledge articles and FAQs.
- Perform user management tasks like user creation, access levels, and password resets.
- Perform improvements based on end-user feedback and metrics analysis.
- Perform peer reviews and regular audits of the knowledge base.
- Oversee the full content lifecycle including reviews, approvals, versioning, and archiving.
- Develop and implement content strategies.
- Monitor key metrics via a dashboard to prioritize improvements.
- Share knowledge and best practices with less experienced team members.
Required qualifications
- English - B2
- Oral and written comprehension
- Appropriate use of language
- Expert writing, self-editing, and quality review skills
- Ability to solve problems in straightforward situations using technical expertise, judgement and precedents
- Expert use of content management systems and documentation tools
- Expert knowledge of search engine optimization (SEO) principles
- Expert research and validation skills
- Proficiency with Zendesk (Guide/knowledge base administration)
- 3 + years of experience in roles related to content management systems
- 3+ years of experience in roles related to Client management
- University student in Information Technology, Business Administration, Pedagogy, or similar
Nice to have
- experience with specific Zendesk AI features, such as content cues
About the company
The MLS team provides dedicated and specialized services to different clients, working directly with TELUS International and external clients to identify business needs and deliver solutions.