--- title: "Senior Technical Writer at Trilogy" summary: "Managing knowledge bases for numerous products owned by Trilogy." author: "Abdullah Tarawneh" date: "2021-05-16" start: "May 2021" end: "Dec 2021" at: "Trilogy" position: "Senior Technical Writer / Product Knowledge Curator" tags: ["technical writing", "senior role", "customer support", "product knowledge", "knowledge base", "curator", "curation"] category: "Work" cover: "/images/cover/trilogy.png" ---

# I managed the knowledge bases for a company with many subsidiaries and numerous enterprise applications within their portfolios.

## A little bit about the role...

Trilogy is the parent company of many other companies, and the list keeps growing.

- Aurea
- Playbooks
- Skyvera
- DevGraph
- Jive
- IgniteTech
- GFI Software
- Exinda
- Lyris
- Versata
- Avolin
- Sonic
- Savvion
- Actional
- ...and more

Chiefly, Trilogy manages all of these companies under the banner of a Central Support Team, consisting of L1 and L2 support agents.

Above the support agents are the Product Knowledge Curators.

This role is also promoted as a Senior Technical Writer position, due to the nature of the work being performed by the PKCs.

This was a full-time contract position, with hiring, interviewing, productivity tracking, and weekly payments handled through the Crossover for Work platform (owned by Trilogy).

## This role included several responsibilities.

### Being a quick learner.

Being responsible for several products under the banner of Central Support meant that I have to quickly and rapidly learn new products with limited information.

### Analyzing real problems from real customers.

I was tasked with reading customer support tickets one by one, in order to document the problems and solutions faced by actual customers.

### Writing clear and concise articles.

After reading each ticket, I had to write two different types of articles:

#### Solution Articles

Solution articles are written to deal with a unique problem-solution pair. These articles contain an overview of the problem and its diagnosed symptoms, as well as the documented solution.

#### Troubleshooting Articles

Troubleshooting articles are based on troubleshooting steps within tickets that have the same symptoms, but multiple different possible solutions. These articles contain a flowchart with various steps.

### Training and certifying support agents.

Based on the amassed product knowledge within the articles written throughout the above process, I created training units within a learning management system, consisting of either a test or a task based on each article/ticket pair.