Customer Documentation Specialist

  • Customer Success & Experience
  • Mumbai, India

Customer Documentation Specialist

Job description

About CoinDCX

Trusted by more than 10 million users, CoinDCX is India's fastest-growing and safest way to Crypto. We’re on a mission to make Crypto accessible to every Indian. Our aspirations are much bigger and we strive to contribute to the larger crypto ecosystem. For this, we’re looking for talented people like you to join our team and fulfil this vision.

Inside CoinDCX Customer Experience Team

CoinDCX is shaping the future of crypto in India and we are in pursuit of Customer Experience executives to join our team.

This role involves documenting pre-release notes and preparing the field with updates and releases which are coming on the product. You will work closely with product, engineering as well as CS teams to ensure field readiness on product development and enhancements.

Candidates should have a background in documentation and a solid understanding of industry standards and practices for technical writing

The Roles

  • Work with internal teams to obtain an in-depth understanding of the product and the documentation requirements.

  • Organize existing documents, identify documentation gaps, and drive new projects, keeping a focus on customer needs.

  • Develop/Manage relationships with functional teams to enhance/develop content that drives user engagement and decreases support tickets and addresses complex problems through content.

  • Build relationships with customer-facing teams (Support, and Success team) and product supervisors, and use their feedback to drive simplicity and usability of documentation

  • Help in enhancing CSAT by driving world class field readiness plan

Job requirements

  • Educational Qualification - Graduation and above.

  • Experience 3-5 years of Technical Writing.

  • Experience documenting IDEs, APIs, SDKs, applications updates, or enterprise-class client/service software along with ability to cross function.

  • Ability to quickly grasp complex technical concepts and make them easily understandable in text and pictures.

  • Demonstrated working knowledge of training techniques and best practices for onboarding or adopting new technologies.

  • Good planning, interpersonal, negotiation, and communication (verbal and written) skills.

  • Ability to multi-task with multiple deadlines and/or milestone requirements.

  • Strong attention to detail and commitment to quality, including proofreading, copy editing and maintaining design consistency.

  • Experience in using documentation tools similar to MediaWiki, Confluence,

  • Basic understanding of and interest in the cryptocurrency landscape