Knowledge Management
How to Ask Your Course Instructor Questions
Help Center Article
There are three ways for course participants to ask instructor questions, either during or between live Zoom sessions. This Help Center article guides participants through the options.
Audience: Customers of a company offering virtual instructor-led courses
Roles: Documentation, Technical Writing, Help Center Management
Tools: Zendesk
Zendesk Macros
Scripted Customer Responses
I managed an extensive library of Zendesk macros, writing and editing hundreds of customizable ticket responses. Click View to review three samples.
Audience: Customers and Customer Support Specialists
Roles: Technical Writing, Editing, Documentation, Knowledge Base Management
Tools: Zendesk
How to Process a Voicemail Ticket Before Responding
Process Documentation
This is a sample of SOP documentation created for a Customer Support department transitioning to using Zendesk Talk.
Audience: Customer Support Specialists
Roles: Documentation, Technical Writing
Tools: GoogleDocs, Confluence, Snagit
Orientation Buddy Program
FAQ
Audience: Seasoned employees curious about volunteering as a Buddy for new hires
Roles: Documentation
Tools: GoogleDocs, Canva
How to Add a Meter Entry
Help Center Instructional Video
This video walks customers through one method of adding a vehicle meter entry to a fleet management platform.
Audience: Users of a fleet management SAAS
Roles: Help Center Content Creation, Documentation, Video Editing, Narration
Tools: Camtasia, Canva
Customer Support Specialist Help Center
Knowledge Base
I designed, built, and maintained this internal Customer Support Specialist Help Center, writing content for over 300 quick-reference links that empowered CS Specialists to address customer needs promptly.
Audience: Customer Support Specialists
Roles: Documentation, Help Center Management, Copywriting, Technical Writing
Tools: Confluence, GoogleDocs
New-Hire Orientation Resource Center
Knowledge Base
As the lead on redesigning a company onboarding program, I identified the need for and built a self-serve resource center for new hires with instructional content, software tutorials, a 135-term company glossary, and documentation on company culture and policies.
Audience: New employees of an online learning company
Roles: Knowledge Base Management, Documentation, Technical Writing, Copywriting, Software Tutorial Development
Tools: Confluence, Snagit, Camtasia
Staff Resource Center
Knowledge Base
After identifying internal knowledge base gaps, I advocated for this 80-article resource center for staff to expedite the location of company procedures, policies, instructional videos, and FAQs.
Audience: Over 200 employees and contractors of an online learning company
Roles: Knowledge Base Management, Documentation, Technical Writing, Copywriting
Tools: Confluence, Snagit, Camtasia
Mission-Critical Job Details
Knowledge Base
I led internal documentation initiatives that advanced company knowledge and resilience, including devising a system to secure employees’ mission-critical job details in Confluence during the COVID-19 pandemic.
Audience: Over 200 employees and contractors of an online learning company
Roles: Documentation, Knowledge Base Management, Technical Writing
Tools: Confluence, Snagit, Camtasia