abdullahtarawneh.com/content/work/trilogy/index.html

+++
layout = "custom_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 = "Dec 2021"
at = "Trilogy"
position = "Senior Technical Writer / Product Knowledge Curator"
tags = ["technical writing", "senior role", "customer support", "product knowledge", "knowledge base", "curator", "curation"]
highlighted = true
weight = 20
[[resources]]
name = "cover"
src = "trilogy-full.png"
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<main class="trilogy">
<header class="page-header section">
	<div class="container">
		<img src="/images/logos/trilogy-full.png" alt="" class="cover-image">
		<h1 class="page-title">I managed the knowledge bases for a company with many subsidiaries and numerous enterprise applications within their portfolios.</h1>
	</div>
</header>
<hr class="separator">
<section class="section" id="about">
	<div class="container">
		<h2 class="title">
			A little bit about the role...
		</h2>
		<p>Trilogy is the parent company of many other companies, and the list keeps growing.</p>
		<ul class="companies">
			<li>Aurea</li>
			<li>Playbooks</li>
			<li>Skyvera</li>
			<li>DevGraph</li>
			<li>Jive</li>
			<li>IgniteTech</li>
			<li>GFI Software</li>
			<li>Exinda</li>
			<li>Lyris</li>
			<li>Versata</li>
			<li>Avolin</li>
			<li>Sonic</li>
			<li>Savvion</li>
			<li>Actional</li>
			<li>...and more</li>
		</ul>
		<p>Chiefly, Trilogy manages all of these companies under the banner of a Central Support Team, consisting of L1 and L2 support agents.</p>
		<p>Above the support agents are the <strong>Product Knowledge Curators.</strong></p>
		<p>This role is also promoted as a <strong>Senior Technical Writer</strong> position, due to the nature of the work being performed by the PKCs.</p>
		<p>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).</p>
	</div>
</section>
<section id="responsibilities" class="section">
	<div class="container">
		<h2 class="title">This role included several responsibilities.</h2>
		<section id="quick-learning">
		<h3 class="subtitle">Being a quick learner.</h3>
		<p>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.</p>
		</section>
		<section id="problem-solving">
			<h3 class="subtitle">Analyzing real problems from real customers.</h3>
			<p>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>After reading each ticket, I had 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>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.</p>
		</section>
	</div>
</section>
<section class="section">
	<div class="container">

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</main>