Customer Support Technical Writer in Poklyk

Poklyk is a product company specializing in developing and advancing our web and mobile applications,orderry.com and remonline.app, designed for SME automation. Our services empower businesses to streamline processes and embrace a more technological approach.A Сustomer Support Technical Writer is responsible for creating, managing, and optimizing both external and internal knowledge bases, ensuring a cohesive and positive customer experience. As a key member of the Customer Support Team, this position contributes to the development of knowledge base articles, internal documentation, and communication content for support needs.Requirements- Experience in content creation/documentation writing, preferably in a customer support or similar role- Strong writing and editing skills with attention to detail- English proficiency at level Upper-Intermediate+- Strong communication skills, both written and verbal. Ability to collaborate effectively with cross-functional teams- Service-oriented approach- Growth mindsetResponsibilities- External Knowledge Base:- Create and maintain a customer-facing knowledge base as a self-service resource.- Collaborate with subject matter experts to ensure accurate and up-to-date external documentation.- Adapt content for AI training to improve self-service capabilities.Internal Knowledge Base:- Develop detailed internal documentation describing processes, tools, and procedures for the support team.- Update and refine internal knowledge base articles to reflect changes and improvements.Communication Content:- Collaborate with Customer Support Team Lead and Customer Support Specialists to create and update communication templates, macros, and automatic bot reply texts for support interactions.Would be a plus- Experience with knowledge base platforms and content management systems- Familiarity with AI training processes and content adaptation for automation- Proficiency in additional languages would be considered a strong additionNote: Candidates possessing experience or proficiency in the "Nice to haves" are viewed favorably, but these qualifications are not mandatory for the positionWorking termsWe offer:- Official employment.- Your direct involvement in product development, as we discuss every proposal for service improvement with the entire team.- Work in an IT company, one of the market leaders in business automation services, recognized as critically important to the Ukrainian economy.- Flexibility to work in a hybrid format.- You become part of a company that is a winner of programs such as MasterCard Start Path Ukraine, Google for Startups, and more.- As participants in the Google for Startups program, we can provide the exclusive opportunity to work on the Google campus in Warsaw.- 18 working days of vacation, 10 paid days off, and sick leave.- English language courses.- Compensation for course expenses, webinars, and other related activities- We offer legal and accounting support.