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Technical Producer III
Yahoo!
Sunnyvale, CA, United States
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Yahoo makes the world’s daily habits inspiring and entertaining. By creating highly personalized experiences for our users, we keep people connected to what matters most to them, across devices and around the world. Yahoo’s businesses span across Search, Communications, Media and many other verticals.
A Little About Us
Yahoo Small Business touches over a million entrepreneurs living their dream. Our product lines help develop online & local presence, business communications, E-Commerce and online marketing.
Your Responsibilities
You’ll work directly with product, support, and marketing groups as they develop and release new Yahoo products and features. You will be responsible for all consumer facing content - from crafting text for product flows to creating emails and notifications, help articles and instructional video leading to an engaging support experience for customers engaging with our products.
In your downtime (in between releases), you’ll work to maintain and improve help content based on SEO best practices, customer recommendations, internal feedback, and KPI targets.
• Be the subject matter expert for your Yahoo products by learning the product inside and out, meeting with stakeholders to stay on top of all releases, and reading forum discussions and customer feedback.
• Define content needs and deliver on them - in product, help articles, communications, etc.
• Review technical product specs and mock-ups, attend product demos and review sessions, and utilize beta environments as a source for developing content.
• Manage the production and publishing of your content and partner with our localization and rich media teams to deliver the content worldwide.
• Work with various support groups (from agents to operations to marketing) to manage content between release cycles and identify areas of opportunity/change.
• Maintain and continuously improve the content base through analysis of content freshness, redundancy, gaps, overlaps, feedback, and KPIs.
Qualifications
• BA/BS degree
• 1-3 years prior experience in technical writing.
• Proven track record in handling multiple on-going projects and/or building a world-class support experience.
• Ability to communicate ideas clearly and concisely to peers, partners, and customers.
• Demonstrated ability to use data to drive decision making.