61 lines
2.8 KiB
HTML
61 lines
2.8 KiB
HTML
|
---
|
||
|
|
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: "current"
|
||
|
|
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/trilogy.png"
|
||
|
|
---
|
||
|
|
|
||
|
|
<main id="trilogy">
|
||
|
|
<header class="page-header section">
|
||
|
|
<div class="container">
|
||
|
|
<img src="/images/trilogy.png" alt="" class="cover-image">
|
||
|
|
<h1 class="page-title">I managed the knowledge bases for numerous enterprise applications owned by a company and its many subsidiaries.</h1>
|
||
|
|
|
||
|
|
</div>
|
||
|
|
</header>
|
||
|
|
<hr class="separator">
|
||
|
|
<section id="responsibilities" class="section">
|
||
|
|
<div class="container">
|
||
|
|
<h2 class="title">I had several responsibilities.</h2>
|
||
|
|
<section id="quick-learning">
|
||
|
|
<h3 class="subtitle">Being a quick learner.</h3>
|
||
|
|
<p class="blurb">Being responsible for several products under the banner of Central Support meant that I had to quickly and rapidly learn new products with limited information.</p>
|
||
|
|
</section>
|
||
|
|
<section id="problem-solving">
|
||
|
|
<h3 class="subtitle">Analyzing real problems from real customers.</h3>
|
||
|
|
<p class="blurb">I was tasked with reading customer support tickets one by one, in order to document the problems and solutions faced by actual customers.</p>
|
||
|
|
</section>
|
||
|
|
<section id="writing-articles">
|
||
|
|
<h3 class="subtitle">Writing clear and concise articles.</h3>
|
||
|
|
<p class="blurb">After reading each ticket, I would have to write two different types of articles:</p>
|
||
|
|
</section>
|
||
|
|
<div class="kba-types" id="kba">
|
||
|
|
<section class="card" id="skb">
|
||
|
|
<h4 class="card__title">Solution Articles</h4>
|
||
|
|
<p class="card__text">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.</p>
|
||
|
|
</section>
|
||
|
|
<section class="card" id="tkb">
|
||
|
|
<h4 class="card__title">Troubleshooting Articles</h4>
|
||
|
|
<p class="card__text">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.</p>
|
||
|
|
</section>
|
||
|
|
</div>
|
||
|
|
<section id="tnc">
|
||
|
|
<h3 class="subtitle">Training and certifying support agents.</h3>
|
||
|
|
<p class="blurb">Based on the amassed product knowledge within the articles written throughout the above process, I would create training units within a learning management system, consisting of either a test or a task based on each article/ticket pair.</p>
|
||
|
|
</section>
|
||
|
|
</div>
|
||
|
|
</section>
|
||
|
|
<section class="section">
|
||
|
|
<div class="container">
|
||
|
|
|
||
|
|
</div>
|
||
|
|
</section>
|
||
|
|
|
||
|
|
</main>
|