The Salesforce Critical Incident Center Communications Team seeks a Technical Writer with excellent communication and analytical skills to facilitate completion and delivery of customer facing documentation related to unplanned technical incidents.
The role is primarily focused on taking initial drafts of information provided by the Technology and Products division related to incidents and verifying sufficient information is available, then polishing the content and publishing the resulting documentation for customer consumption.
Responsibilities
Additionally, follow-up efforts are required to ensure preventative actions listed in the documentation are completed and updated to final versions of the content.This role is for communicators with a solid understanding of the Salesforce technology and products, a passion for customer advocacy, outstanding communication skills, a high level of organization to enable multiple projects under way simultaneously and a focus on Salesforce’s key values of trust and transparency.Responsibilities:
Review initial draft of RCA documentation provided by Technology and Products and review the content for thoroughness and ease of understanding.
Understand complex technical issues and concepts related to critical incidents and translate them into “business-speak” for customer consumption.
Assess contents of RCA to determine if questions are left unanswered, details are unclear, or if the document is likely to address the customer’s needs.
Liaise with Technology and Product experts to explicit up questions or doubts resulting from the initial draft in order to ensure customer satisfaction with final results.
Polish the contents in order to create a single “voice” of Salesforce, resulting in RCAs having the same overall flow and style so they read as though written by the same person/team.
Maintain a portfolio of RCAs for cataloging in order to create a searchable library of content that internal teams can use to find i