Content Writer

2 weeks ago

Vancouver, Canada Ooma, INC Full time

**Job Title: Content Writer (Knowledge Base) - Contractor**

Company Overview: Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud-based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind though our innovative smart home security solution. At Ooma, all our products and services are priced competitively, because we believe advanced technology should be accessible to all.

Every day, we strive to uphold our brand values:
**We care** that everyone loves their Ooma experience.

**We think big** to innovate and revolutionize markets.

**We create **smarter solutions that uniquely deliver both superior experiences and superior value.

**We embrace **diversity of thought to make the best decisions.

**We respect** that problems are best solved by fact-based discussions and positive intent.

**We choose** to be a force for good in the world.

Working at Ooma means being a team player, while allowing your individual voice to come through. And you'll receive competitive compensation, benefits, and generous company perks.

Summary:
As the content writer for Ooma’s knowledge base, you will be responsible for content prioritization, generation, management, and distribution to drive customer self-service of important company tools and services. Utilizing a combination of tools, screen captures, and content writing skills you will create, moderate, optimize and distribute content that supports end users to self-serve and solve problems using the knowledge base You will be part of the product team to delivering how to guides, one pager technical product overviews, and detail documentation on how to use our Administrative Portals, and end user features. This may include both internal and external customers. Your content will drive feature and product adoption, solve problems, create a self-service culture, and ultimately help win loyalty from our customers

Job Responsibilities:

- Help in ideating and developing the overall content strategy for the Ooma Enterprise knowledge base/ support center
- Write content for our new products, features, and administrative portal
- Improve and optimize exciting content for better search ranking
Set up metrics and track progress using qualitative and quantitative data on content.
- Collaborate with creative team to improve visual representations for content
- Establish workflow for requesting, creating, editing, publishing, repurposing, and retiring content
- Create and maintain product documentation for customers within the Knowledge Base and Contextual Help panels
- Collaborate with other teams within Ooma to help ensure that new product updates are covered
- Smoothly move through the planning, writing, and editing process to ensure timely delivery
- Ensure the Knowledge Base information is clear, fast to access and meaningful with the objective of increasing the usage and adoption of features
- Contribute to discovering and testing the best way to present information to our target audience

**Requirements**:

- 5+ years of writing experience for website and/or knowledge base
- attention to detail and strong writing, editing and English language skills
- passion for creating great content and solving complex problems
- Ability to break down complex features into easily digestible content that is engaging
- Strong time management and prioritization skills
- Results oriented
- Bachelor's degree in English, Journalism, Technical Writing, Communications, or similar field.

**Benefits**:

- Full Medical/Dental/Vision benefits
- RRSP Match
- Paid time off (PTO)
- Paid Holidays

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