The Company: Our client, an expert in their field is well established and deliver world-class technical support on behalf of their impressive client base. They have a fun working environment and genuinely value their employees offering great staff incentives.
The Job:
On behalf of client, we are seeking a Temporary Troubleshooting Content Editor to join them on a temporary basis until the end of 2025. This is 100% office based in their lovely offices in South Bristol.
In this role you will focus on using in-house tools to build, maintain, and optimise guided troubleshooting flows that empower end-users to resolve issues with their devices and prevent unnecessary repairs or returns. You will research and identify common problems using public resources, engineer reports, user manuals, and customer feedback, ensuring the recommended solutions are prioritised by relevance, success likelihood, and ease of execution. You will also utilise voice of customer analytics to continuously improve the effectiveness of troubleshooting flows.
Responsibilities
Build new troubleshooting scripts tailored to specific devices and features.
Filter devices by their unique features to create bespoke troubleshooting flows.
Research and prioritise solutions based on likelihood of success and relevance.
Test content weekly across pre-production and production environments.
Use basic HTML to ensure content is correctly formatted.
Edit and improve pre-existing scripts based on customer feedback and insights.
Monitor user interactions with troubleshooting tools to identify opportunities for improvement.
Work closely with internal teams in the planning and creation of new scripts.
Incorporate feedback from clients, agents, and customers to improve scripts.
Build client-specific troubleshooting content as required.
Maintain high standards for content accessibility, ensuring instructions are simple and easy to follow.
The Person:
Our client is looking for someone who has the following skills and experience:
Ideally an English, Creative Writing, Journalism Graduate or similar and have some writing experience with an interest in technology
* Experience creating user-friendly guides or troubleshooting content.
* Familiarity with editing tools and software (e.g., Photoshop, Fireworks).
* Basic HTML knowledge and experience with formatting content.
* Strong research skills, with the ability to source and analyse technical information.
* Excellent written communication skills, with a focus on clarity and accessibility.
* Ability to utilise data to enable prioritising solutions.
* Proactive, with the ability to take initiative and see tasks through to completion.
* Technically curious, with a strong interest in consumer electronics and problem-solving.
* Detail-oriented, with strong organisational and time-management skills.
The Location:
South Bristol, 100% office based, car parking
The Contract:
Until the end of 2025
The Hours:
Monday Friday 9am 5pm (with 30 minutes for lunch) 37.5 hours per week
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