Knowledge Base Technical Writer

SalesLoft

Atlanta, GA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/22/2021
  • Website: salesloft.com
  • Company Address: 1180 West Peachtree Street NW Suite 600, Atlanta, GA, 30309

About SalesLoft

SalesLoft is the #1 sales engagement platform, helping sales organizations deliver a better sales experience for their customers. More than 2,000 customers use the company’s category-leading sales engagement platform to engage in more relevant, authentic and sincere ways, including MuleSoft, Square, WeWork and Zoom.

Job Description

WHY YOU’LL LOVE SALESLOFT:

Put Customers First.  Team Over Self.  Focus on Results.  Bias Towards Action.  Glass Half Full. 

These are the values that define who we are and have empowered our staggering growth to become the #1 leader in sales engagement software.   

SalesLoft helps brands deliver value and create trust by connecting authentically and meaningfully with their customers. Thousands of customers depend on SalesLoft’s category-leading sales engagement platform to engage in more relevant, authentic and sincere ways.

Since our founding in 2011, we have grown into a global, award-winning organization with Lofters based all over the world.  As a testament to our organizational health, we have been named by Forbes as one of America’s Best Startup Employers in 2020, twice by Deloitte as a ‘Fastest-Growing Technology Company in North America,’ and have been recognized as a top workplace by Forbes, Fortune, Glassdoor, Atlanta Journal Constitution, and Inc Magazine.   

We’re redefining an age-old industry! This is challenging work – but our team of brilliant creatives makes the journey thrilling.  We’re fast-paced, innovative, and collaborative.  We pursue excellence in everything and have a lot of fun along the way.  Come join us!

Check us out on Glassdoor and see what people LOVE about working for SalesLoft! 

THE OPPORTUNITY:

Although we’re proud of our history, we’re just as excited about the future.  We want to create a world-class culture and company that attracts, develops, engages and retains elite talent.  

At SalesLoft, our Knowledge Base Technical Writer are pivotal to our company’s success.  You will be a key member of our fast-growing and high-performing knowledge team, you will provide our customers with the knowledge that will enable them to perform with SalesLoft. 

On a day-to-day basis, you will be responsible for creating high quality, end user documentation that is applicable to a variety of skill sets. Specifically, you will:

  • Identify gaps in content; suggest and write new articles that meet the needs of customer' and your internal team members
  • Track and manage content for new features, identifying outdated content and prioritizing necessary updates
  • Draft and collaborate on release notes for internal and external users in a fast-paced development environment
  • Regularly review existing documentation and partner with other teams on feedback and changes
  • Ensure consistency with style guide, article templates, and company terminology

In addition to working with amazing colleagues who exemplify our ‘team over self’ core value, you will also have the opportunity to support an impactful and revolutionary software that is changing the way sellers serve their buyers. You will have an opportunity to make a difference. 

WHAT WE’RE LOOKING FOR:

We are seeking a self-motivated professional who can create and manage content for SalesLoft's Knowledge Base. The ideal candidate is able to understand and connect with the SalesLoft customer base. With our customers at the forefront of your mind, you will draft and publish content that helps both new and experienced users get the most out of SalesLoft. 

If you’re passionate about providing answers, developing organized strategies, and fast-changing technology, then becoming a Knowledge Base Technical Writer is the career path for you!

THE TEAM:

Our SalesLoft’s Support team is built of seasoned and up-and-coming Support professionals who are all aligned on one mission: Equip sellers to maximize revenue by creating a fantastic buying experience. 

The Support team consists of Support professionals with a strong desire to learn and help customers. They are also the epitome of our core values - Customers First. Team Over Self. Focus on Results. Bias Towards Action. Glass Half Full.

THE SKILL SET:

  • Strong written communication skills, with a priority on writing for end-user content
  • At least 1-3 years of creating user guides, online help systems, reference material, and other forms of user assistance content for technical audiences.
  • Ability to write out instructions and technical information into clear, useful, simple language.
  • Previous experience and familiarity with Saas or a similar technology company
  • Experience using Salesforce Service Cloud and Salesforce Knowledge
  • Basic understanding of Google Analytics
  • Ability to quickly adapt to a rapidly changing technology landscape
  • Organizational and time management skills
  • Must work well individually and in a team environment
  • Prior experience with SalesLoft functions and features is preferred
  • Fluent in English
  • Bachelor's degree or equivalent experience

WITHIN ONE MONTH, YOU’LL:

  • Attend SalesLoft’s New Hire Orientation, where you will learn our SalesLoft story and understand what makes our “Lofters” unique
  • Begin 1:1’s with your manager, understand your 30-6-90 plan
  • Meet & shadow current members of the SalesLoft team to see out methodology in action
  • Set your OKRs (Objectives and Key Results) with your manager and develop an action plan to achieve them
  • Complete Support Training where you’ll learn the ins and outs of the Salesloft platform and common troubleshooting
  • Create your first Knowledge Article in Salesforce Service cloud!

WITHIN THREE MONTHS, YOU’LL:

  • Assist with the SalesLoft Product launch by learning upcoming features and reviewing content
  • Begin drafting and editing Knowledge articles
  • Learn about SalesLoft internal processes and create internal KB articles about those subjects
  • Get introduced to Knowledge Centered Service (KCS) and SalesLoft’s KCS process

WITHIN SIX MONTHS, YOU’LL:

  • Become a SalesLoft product expert
  • Align with SalesLoft product service areas through the launch process and document new releases
  • Provide KCS training and become a KCS mentor to others on the team  

WITHIN TWELVE MONTHS, YOU’LL:

  • Take a proactive approach in improving existing KB documentation
  • Become KCS certified

IS THIS ROLE NOT AN EXACT FIT? Keep an eye on our Careers Page for other positions!

WHY SHOULD YOU WORK AT SALESLOFT:

  • You will become part of an amazing culture with a supportive CEO and smart teammates who actually care
  • You will work with an amazing team you can learn from and teach
  • You will experience joining a high-growth/high-traction organization
  • You will hear “Yes, let’s do that!” and then have the opportunity to successfully execute on your ideas
  • We have a vibrant, open office that utilizes modern technology
  • You will grow more here than you would anywhere else, that is a promise

SalesLoft embraces diversity and invites applications from people of all walks of life.  We are proud to be an Equal Opportunity Employer and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.