Shovels Technical Writer and Customer Support Specialist Remote · Full time Company website

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Job Overview:

We are seeking a proactive, detail-oriented, and data-driven Technical Writer and Customer Support Specialist to join our small and mighty team. This role is crucial in shaping the customer experience and creating high-quality technical and marketing content that resonates with our customers and audience. The ideal candidate will be comfortable writing a myriad of content,  working with large datasets, and directly interfacing with customers to solve technical issues.

Responsibilities:

• Content Creation:
• Develop and maintain internal and external documentation, including user guides, API documentation, and support articles.
• Create marketing collateral, including white papers, case studies, landing pages, blog posts, and website copy.
• Utilize marketing analytics tools (e.g., Google Analytics) to derive insights. 
• Support Center & Knowledge Base:
• Set up and manage the company's support center and knowledge base, ensuring all documentation is up-to-date and accessible.
• Develop and implement processes for managing and resolving technical customer support requests.
• Customer Interaction:
• Serve as the primary point of contact for customer technical support, solving issues and providing clear, effective communication.
• Moderate our public Discord server, ensuring a positive user/customer experience.
• Schedule and participate in monthly calls with current customers and send follow-ups summarizing action items.
• Data Analysis:
• Work with tools such as Metabase, Snowflake, and others to analyze data, derive actionable insights, and incorporate findings into content and support strategies.
• Collaborate with internal teams, including data and design, to create compelling, data-backed content.
• Collaboration & Communication:
• Participate in company meetings and share customer insights that might influence company strategies.
• Provide feedback on content and support strategies based on customer interactions and data analysis.

Requirements:

• Proactive and Action-Oriented: Demonstrates a scrappy, can-do attitude with a willingness to take initiative and drive projects forward.
• Strong analytical and problem-solving skills: Comfortable working with large datasets.
• Technical Proficiency: Experience with tools such as Metabase, Snowflake, and Google Analytics is a plus.
• Excellent writing and communication abilities: Ability to write clearly, concisely, and accurately, with an emphasis on technical and marketing content.
• Attention to Detail: High level of accuracy and attention to detail in all tasks.
• Customer-Focused: Friendly and responsive with a commitment to resolving customer issues effectively.
• Ability to work independently and as part of a team: Enjoys working in a fast-paced, collaborative environment. Startup experience is a plus.

Example Projects:

• Marketing Collateral: Writing industry white papers and creating case studies that showcase customer success stories.
• Support Center Setup: Establishing the Shovels support center, complete with help topics and detailed guides for using our API and product.
• Customer Support: Resolving customer support tickets and providing technical assistance on various topics.
• Community Engagement: Moderating and actively participating in our Discord server to foster engagement and resolve customer queries.

Shovels is an equal opportunity employer and complies with all applicable federal, state, and local laws regarding nondiscrimination. We do not inquire about criminal backgrounds in our hiring process.

If you are passionate about creating high-quality content, supporting customers, and leveraging data to drive business success, we encourage you to apply for the Technical Writer and Customer Support Specialist position at Shovels. Join us in shaping the future of our company and making a real impact in the industry.