Content/Copy/Technical Writer

- I am Knowledge Base (KB) Writer for Technical Support Specialists handling Google smart home devices. - I work with different teams (the other writers, the engineering team, the products specialist managers, and the legal department) to write articles for Tier 1, Tier 2, and Tier 3 agents. - I proofread and edit existing articles to align them with the company's writing style guide and SEO.

Answering emails professionally and on time. Finding and fixing customer problems. Sharing correct info about products, policies, etc. Making sure customers are happy by solving issues and checking back. Using approved email templates and rules. Keeping customer info private and safe.

- I've experienced providing technical assistance for selected Google smart home products to customers who reach out through phone, chat, email, or social media. - After helping the customer, I educate them about why the issue happened and provide helpful Help Center articles for their future reference. - I escalate the issue to the appropriate department if needed.

Researching for content ideas and information. Creating interesting topics from trends and audience needs. Editing content for clarity, correctness, style, and SEO. Improving content based on feedback. Following brand and style guidelines.

Checking for grammatical errors, spelling mistakes, and typos in the text. Verifying consistent language usage, style, and formatting throughout the document. Confirming correct usage of punctuation marks and capitalization rules. Following specific style guides (e.g., APA, MLA) to maintain the required writing conventions.

Engaging with customers and promptly providing assistance in response to their queries and concerns via chat. Offering detailed and accurate information about products or services offered by the company. Diagnosing problems customers encounter and providing step-by-step guidance to resolve their issues. Assisting customers with placing orders, order tracking, cancellations, and modifications. Communicating in a courteous, clear, and professional manner, adhering to the company's brand image and standards.

Grasping the client's goals, target audience, and desired message to be conveyed through the copy. Crafting attention-grabbing headlines and taglines that captivate the reader's interest. Ensuring the copy aligns with the brand's voice, tone, and style guidelines. Reviewing and revising the copy for grammar, spelling, punctuation, consistency, and overall coherence.

Planning and scheduling posts using tools. Checking how posts are doing and changing when needed. Answering and managing messages and comments. Dealing with problems to keep our brand looking good.

Designing different visuals like social media posts, presentations, logos, etc. on Canva. Changing templates to fit the project's needs and style. Picking the right images and icons from Canva's library to make designs better. Making sure to finish designs on time and keep them high-quality.