Digital Humanities Initiative
JOB: Pressbooks Technical Support & Documentation Specialist
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March 31, 2021 at 2:20 pm #112872Matthew K. Gold (he/him)Participant
Technical Support & Documentation Specialist
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 satisfactionCandidate 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 testingDesired
– Experience using Agile/scrum methodology
– Experience in customer service
– Experience with QA
– Familiarity with any of these platforms: Zendesk, GitHub, and AsanaJob 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 StepsPlease 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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