Knowledge Base Content Writer/Editor

tawk.to, inc.; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading technology company based in Kuala Lumpur is seeking a Technical Content Writer to enhance their knowledge base and create engaging newsletters. The role requires exceptional writing skills and experience in technical content. You will ensure users access clear information and collaborate with cross-functional teams. The company offers a competitive salary and a dynamic work environment that values innovation.

Benefits

Competitive salary

Great office environment

Clear growth path

Qualifications

• Proven experience as a technical content writer in software or SaaS.
• Strong ability to translate complex technical information into clear content.
• Excellent writing, editing, and proofreading skills with meticulous attention to detail.

Responsibilities

• Write engaging content that enhances user understanding of the software.
• Create and distribute newsletters announcing product updates.
• Review and improve existing knowledge base articles for clarity.

Skills

Technical writing

Newsletter content creation

Attention to detail

Analytical skills

Collaboration

Tools

ClickUp

Job description

About tawk.to

tawk.to is the world's leading software platform that enables businesses to communicate and transact with customers. Our mission is to empower businesses to connect with their customers in real time, providing exceptional support and fostering meaningful interactions.

Job Description

We are seeking a dedicated Technical Content Writer to maintain and expand our knowledge base at help.tawk.to, while also creating compelling newsletter content for both our customer base and internal teams. This role is pivotal in ensuring that our users have access to up-to-date, clear, and helpful information across all our content channels.

Key Responsibilities

• Content Creation & Management: Write engaging, informative, and user-friendly articles that enhance our users' understanding and use of our software. Maintain and update our article repository using project management tools like ClickUp to track content updates, manage associated files and assets, and ensure translations, tasks, and tags remain current.
• Newsletter Development: Create and distribute product update newsletters for our tawk.to customer audience, announcing new features, improvements, and platform updates. Develop internal newsletters communicating feature releases, product roadmaps, and company updates to keep our team aligned and informed.
• Knowledge Base Excellence: Continuously review and improve existing knowledge base articles to ensure accuracy, relevance, and clarity. Research customer chats and support tickets to identify content gaps and emerging user needs.
• AI Content Management: Maintain and optimize the templated responses and data sources that power our AI chatbot, ensuring accurate and helpful customer interactions.
• Community Engagement: Respond to customer comments, queries, and feedback on https://community.tawk.to and through our Integration Partner portals.
• Cross-functional Collaboration: Work closely with developers, product managers, and the support team to stay informed about new features, upcoming releases, and common user inquiries.
• Performance Analytics: Compile weekly reports on content performance, user feedback, and knowledge base usage trends to drive continuous improvement.

Qualifications

• Proven experience as a technical content writer, particularly in software, SaaS, or customer support contexts
• Demonstrated experience creating newsletter content for both external customers and internal stakeholders
• Excellent writing, editing, and proofreading skills with meticulous attention to detail
• Strong ability to translate complex technical information into clear, user-friendly content
• Familiarity with project management tools like ClickUp
• Analytical skills to interpret user feedback, performance metrics, and identify content opportunities
• Excellent communication skills and ability to collaborate effectively with cross-functional teams
• Self-motivated with strong organizational skills and ability to manage multiple content projects simultaneously

Benefits

• Competitive salary
• Great office environment and team culture
• Opportunity to work in a dynamic, fast-paced environment at the forefront of customer communication technology
• Be part of a company that values innovation and exceptional user experience
• Clear growth path with opportunity to lead a team of content writers in the near future
• Make a tangible impact on how millions of users interact with our platform