Trusted. Innovative. Elegant. Engaging. Liberating. Ubiquitous. We're DocuSign. With 15 million users who have DocuSigned more than 120 million documents in 150 countries, our technology is the global standard for signing everything, everywhere.
We are a customer-focused, innovative, fast-moving industry leader whose technology has reached mainstream. Every consumer, individual professional, work group, and company is a potential customer. With 60,000 new users joining the DocuSign Global Network every business day, we're in the midst of incredible hyper growth. To further our momentum, we're looking for top talent to join our high performance team in our journey to help everyone do business faster – and better.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties may be assigned
Works with customer service team to identify issues requiring knowledge articles, edit knowledge articles, and ensure Support site, social media and internal channels are updated on any new information created.
Identifies trends and escalates knowledge needs as necessary to technical writers as well as Docusign University to create product documentation or actual curriculum as warranted.
Manages customer support generated content overall and helps develop appropriate onboarding material
Edits and updates existing documentation.
Performs ad hoc content review of technical documentation (release notes, engineering specs) upon request.
Takes initiative to research, gather quotes and provide recommendation on purchasing tools to improve user documentation, online help, tutorials, etc…
Ability to assess knowledge tools as necessary, write requirements and manage rollout and maintenance
Determine documentation content, format and audience, then select the appropriate authoring tools
Maintains a favorable working relationship with all company employees to foster and promote a cooperative and harmonious working climate.
Strong collaboration skills with marketing, development and other internal teams
Strong ability to project manage different work streams
Convert documentation to appropriate format for customer readiness
Initiate and track the deployment of new product documentation
Analyze dependencies and limitation of new documentation
Desired Skills & Experience
BA in Technical Writing, Computer Science, or English with 3-5 years’ experience documenting software.
Knowledge of HTML, Visual Studio development, SQL and Access databases, and client/ server and distributed applications in a Windows environment.
Proficiency with Microsoft Word, Adobe RoboHelp or similar help authoring tool.
Proficiency with Access, SQL Server, and Visual SourceSafe preferred.
Ability to self-manage several products at a time.
Excellent communication skills, both verbal and written.
Ability to communicate well with both technical and non-technical stakeholders.
Demonstrated ability to read and interpret technical information.
Demonstrated ability to compose clear and concise technical written communication.
Strong attention to detail.
ADDITIONAL SOFTWARE/HARDWARE SKILLS:
Demonstrated ability to utilize Internet resources.
Demonstrated proficiency with personal computers in a Windows environment, including word processing and spreadsheet applications. MS Word and Outlook required; Excel and other MS Office programs a plus.