Job Description
XML Editor
· Work closely with the Tech Support, Product, Marketing, and Legal teams to gain their cooperation in providing information for customer use
· Author customer-facing Merchant Incident Reports (MIRs) which describe any issues or resolutions regarding products and services in a succinct manner
· Author regular, customer-facing product updates to inform merchants of upcoming changes to products or services
· Create and update content for the support website, knowledge base, best practices, FAQs, cheat sheets, and quick references
· Champion knowledge management procedures and processes to improve efficiency within the support organization, especially with Knowledge Centered Support (KCS)
· Analyze knowledge base usage, customer support cases, and the lexicon of technical concepts to create improvements to the online search experience
· Maintain the Oracle Knowledge Management search dictionary and further develop the ontology to improve content classification
· Assist the Customer Support Trainer in developing training content and leading training sessions
Requirements:
· Bachelor's degree in Computer Science or related field; 8+ years related experience including demonstrated experience with technical writing
· Experience with Microsoft Office and Adobe content authoring tools as well as experience with website content development
· Experience with information architecture, dictionary, taxonomy, or ontology development, ideally Search Engine Optimization (SEO)
· Experience developing and managing knowledge management systems or knowledge bases
· Working knowledge of MIL-STD, HTML, UNIX and DOS commands
· Knowledge of electronic payment processing, knowledge of CyberSource products, services, and infrastructure preferred
· Knowledge of Knowledge-Centered Support (KCS) a plus
· Working knowledge of networking and internetworking concepts a plus
· Excellent interpersonal oral and written communication and presentation skills
· Possesses a mixture of technical and language abilities