Key Responsibilities:

Content Creation:

• Write clear, concise, and engaging knowledge base articles, FAQs, how-to guides, and troubleshooting documents.
• Adapt content to different technical skill levels, making sure it is accessible for all user groups.

AI-Assisted Writing:

• Leverage AI tools (e.g., MS Copilot) to generate, refine, and optimize content.
• Craft and test AI prompts to ensure efficient and high-quality content production.

User-Focused Communication:

• Translate complex information into simple, actionable, and user-friendly content.
• Ensure all content is inclusive and easy to understand, catering to a broad audience with varying levels of expertise.

Content Structuring & Navigation:

• Organize content logically to ensure easy and intuitive navigation for users.
• Follow Mukuru’s content structure best practices to maintain consistency across all knowledge base articles.

Cross-Functional Collaboration:

• Work closely with product managers, developers, and customer support teams to gather accurate, timely information.
• Ensure that content reflects the latest product features, updates, and customer needs.

Content Maintenance:

• Regularly review and update content to ensure that it remains current and relevant.
• Incorporate user feedback, trends, and analytics into content improvements.
• Implement effective tagging, categorization, and version control practices to keep content well-organized.

Data-Driven Enhancements:

• Use internal analytics tools to track article performance and identify knowledge gaps.
• Provide insights to the Continuous Improvement team, contributing to better customer experiences and more streamlined processes.

Professional Development:

• Stay up-to-date with new product features and attend relevant training courses, workshops, and webinars.
• Engage in networking opportunities to share expertise and learn from others in the field.

Essential Qualifications and Requirements:

Education:

• Bachelor’s degree in a relevant field such as linguistics, communications, UX design, or a related area.
• Green Belt certification preferred but not essential.

Experience:

• 2-3 years of experience in Technical Writing, Content Writing, or Knowledge Management, ideally in a SaaS, tech, or customer support environment.

Key Knowledge and Skills:

• CMS Platform Management: Advanced experience with platforms like Zendesk Guide and other CMS systems.
• Content Structuring and Tagging: Advanced ability to organize content with categories, tags, and internal links.
• AI Tool Familiarity: Proficiency with AI writing tools such as MS Copilot to enhance content creation.
• Conversational AI Knowledge: Understanding of AI agents, intents, and user context for creating content suitable for AI-driven support systems.
• Writing for AI: Expertise in creating modular, concise, and context-aware support content for AI use.
• Search Optimization: Advanced knowledge of keyword usage and metadata to improve content discoverability.
• AI Agent Testing Experience: Experience participating in AI agent quality assurance, content testing, and feedback loops.
• Analytics and Continuous Improvement: Expertise in using analytics to measure and improve content effectiveness (e.g., article views, deflection rate).
• Markdown/HTML Basics: Comfortability with formatting content using Markdown or light HTML.
• Multitasking: Ability to efficiently manage and prioritize multiple tasks and deadlines.

Core Competencies:

• Content Structure & Information Design: Ability to structure content in a way that is optimized for both AI and user discovery.
• Problem-Solving: Strong skills in writing content that supports AI agents and self-service, including FAQs and modular articles.
• Continuous Improvement Mindset: Regularly uses data and user feedback to refine and enhance content.
• Teamwork: Ability to collaborate effectively with team members and contribute to broader team goals.
• Communication: Excellent written and verbal communication skills for clear and effective information sharing.
• Time Management: Strong ability to prioritize tasks and meet deadlines in a fast-paced environment.