89 lines
3.9 KiB
HTML
89 lines
3.9 KiB
HTML
---
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title: "Senior Technical Writer at Trilogy"
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summary: "Managing knowledge bases for numerous products owned by Trilogy."
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author: "Abdullah Tarawneh"
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date: "2021-05-16"
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start: "May 2021"
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end: "current"
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at: "Trilogy"
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position: "Senior Technical Writer / Product Knowledge Curator"
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tags: ["technical writing", "senior role", "customer support", "product knowledge", "knowledge base", "curator", "curation"]
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category: "Work"
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cover: "/images/trilogy.png"
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---
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<main id="trilogy">
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<header class="page-header section">
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<div class="container">
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<img src="/images/trilogy.png" alt="" class="cover-image">
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<h1 class="page-title">I managed the knowledge bases for a company with many subsidiaries and numerous enterprise applications within their portfolios.</h1>
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</div>
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</header>
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<hr class="separator">
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<section class="section" id="about">
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<div class="container">
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<h2 class="title">
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A little bit about the role...
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</h2>
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<p>Trilogy is the parent company of many other companies, and the list keeps growing.</p>
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<ul class="companies">
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<li>Aurea</li>
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<li>Playbooks</li>
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<li>Skyvera</li>
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<li>DevGraph</li>
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<li>Jive</li>
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<li>IgniteTech</li>
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<li>GFI Software</li>
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<li>Exinda</li>
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<li>Lyris</li>
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<li>Versata</li>
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<li>Avolin</li>
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<li>Sonic</li>
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<li>Savvion</li>
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<li>Actional</li>
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<li>...and more</li>
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</ul>
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<p>Chiefly, Trilogy manages all of these companies under the banner of a Central Support Team, consisting of L1 and L2 support agents.</p>
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<p>Above the support agents are the <strong>Product Knowledge Curators.</strong></p>
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<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>
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<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>
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</div>
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</section>
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<section id="responsibilities" class="section">
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<div class="container">
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<h2 class="title">This role included several responsibilities.</h2>
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<section id="quick-learning">
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<h3 class="subtitle">Being a quick learner.</h3>
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<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>
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</section>
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<section id="problem-solving">
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<h3 class="subtitle">Analyzing real problems from real customers.</h3>
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<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>
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</section>
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<section id="writing-articles">
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<h3 class="subtitle">Writing clear and concise articles.</h3>
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<p>After reading each ticket, I had to write two different types of articles:</p>
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</section>
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<div class="kba-types" id="kba">
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<section class="card" id="skb">
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<h4 class="card__title">Solution Articles</h4>
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<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>
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</section>
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<section class="card" id="tkb">
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<h4 class="card__title">Troubleshooting Articles</h4>
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<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>
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</section>
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</div>
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<section id="tnc">
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<h3 class="subtitle">Training and certifying support agents.</h3>
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<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>
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</section>
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</div>
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</section>
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<section class="section">
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<div class="container">
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</div>
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</section>
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</main> |