Digital Humanities Initiative

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JOB: Pressbooks Technical Support & Documentation Specialist

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    Technical Support & Documentation Specialist

    Jobs at Pressbooks


    About the Role:

    Pressbooks serves clients from a wide variety of backgrounds, from
    educational institutions to faculty members, and self-publishers. As a
    Technical
    Support & Documentation Specialist, your role on our team would be to
    support these people and organizations and their publishing initiatives as
    they use Pressbooks book production software.

    You’ll be the first point of contact for all in-bound communication from
    the Pressbooks client base. The majority of your responsibilities will
    relate to supporting Pressbooks clients with any technical needs they have.
    This includes having in-depth knowledge of our software and an ability to
    answer questions about tools and features we offer. It also involves being
    able to troubleshoot technical issues and effectively communicate results
    both with clients and with the Pressbooks team. In addition, you’ll be
    responsible for revision of existing documentation and the creation of new
    client-facing documentation.

    You will be working in a client-facing environment with the Customer
    Success team to ensure client satisfaction and retention, but will require
    high level technical knowledge, and will assist the development team with
    testing.
    About You:

    You’re curious, diligent, and interested in the intersection of technology,
    communication, accessibility, and education. You enjoy working in a small
    team of driven and mission-oriented people. Furthermore, you like
    establishing solid and long lasting relationships with clients, and enjoy
    working with and in tech. You love to problem solve, (particularly
    technical problems) and thrive on having lots of autonomy. You’re
    interested in making education more accessible for all. You are patient,
    and are committed to treating all people with respect, particularly with
    diversity, equity, and inclusion in mind.

    We encourage people from underrepresented groups in tech and
    non-traditional tech backgrounds to apply for this position.
    Responsibilities:

    – Provide technical and general customer support via email for our
    clients regarding Pressbooks
    – Maintain and own all of our customer-facing documentation
    – Other client-related tasks, such as helping maintain database of
    client information and sending out timed communications
    – Act as a user advocate in communication with the product manager and
    dev team by using an established ticket template to provide clear
    descriptions of user needs and problems encountered.
    – Assist our product/development team with manual software testing and
    participate in bug scrubs and occasional product team meetings
    – Work in the Customer Success team in goal-oriented sprints (Agile
    methodology) to maintain client satisfaction

    Candidate Requirements: Required

    – Experience with technical support for a SaaS product
    – Experience with writing technical information clearly
    – Excellent communication and writing skills in the English language
    – Comfortable using browser inspect tools to investigate HTML/CSS issues
    – Familiarity with WordPress
    – Experience with manual software testing

    Desired

    – Experience using Agile/scrum methodology
    – Experience in customer service
    – Experience with QA
    – Familiarity with any of these platforms: Zendesk, GitHub, and Asana

    Job type: Full-time

    Experience: At least 1 year. Expectation: experience working with software
    and the ability to grasp new tech features quickly. You should be
    comfortable with technology, communicating with others, and can think
    critically through a problem.

    Location: Montreal, QC, or Remote work possible within Canada.
    Next Steps

    Please send an email to: jobs@pressbooks.com

    Subject: [Application] QA & Technical Support Position

    Please include a CV, any relevant links, and an explanation of why you’d
    like to join us.

    Matthew K. Gold, Ph.D.
    Director, M.A. Program in Digital Humanities (http://www.gc.cuny.edu/dh) & M.S.
    Program in Data Analysis and Visualization (http://www.gc.cuny.edu/datavis)
    /
    Associate Professor of English & Digital Humanities /
    Advisor to the Provost for Digital Initiatives, CUNY Graduate Center
    http://mkgold.net | @mkgold

    *pronouns: he/him/his*

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