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Platforms Specialist
Ref No.: 17-00904
Location: Mountain View, California
Position Type:Contract
Platforms Specialist (Content Management Platform) 

As a Platform Management Specialist, you'll work with the Hardware Support team to build and analyze the effectiveness of Help Center installations. You will work directly in our internal content management system to configure help center structures and collaborate with technical writers to design the best user experience across our client Hardware Help Centers. Our ideal candidate has excellent web design and project management skills and is able to grasp & learn technical content management systems quickly while managing multiple deadlines. 

Fast-paced, dynamic and proactive, the Hardware Support team provides seamless, best-in-class help to our users. Our goal is to ensure users have easy access to comprehensive support when and where they need it. As a member of the Support team, you'll help build Help Centers, configure high touch support options with Help Centers, work with cross-functional teams to create URLs, and help streamline the broader support operations. Your efforts will help drive reach, satisfaction, and resolution. 

Top 3 daily Responsibilities: 
  1. Complete technical configurations for help centers in an internal content management system. 
  2. Create new processes and documentation for help center systems. 
  3. Consult on the design and organization of our client Hardware Help Centers. 

Additional Responsibilities: 
  • Collaborate with our client operations support teams to develop and execute product-specific online help strategies. 
  • Analyze metrics to identify opportunities to improve online support channels. 

Required Qualifications: 
  • AA/BA degree in Computer Science and/or related discipline 
  • 3+ years experience with web development projects (HTML) 
  • 3+ years experience in a Content Management role with emphasis in Technical tools 
  • Proficient skills and experience working in multiple operating systems and web based applications 
  • Excellent problem-solving skills and ability to learn new tools and systems quickly. 
  • Experience in online operations or tools role. 
  • Strong project management, communication, and analytical skills. 
  • Understanding of user experience principles and user-oriented approach to problems.