Digital Content Services and Documentation L1 Support - Bratislava | Ponuka práce

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Job information

Place of work

Bratislava
Bratislava, Slovakia

Position / industry

Information Technologies - Software, Customer Support; IT/Technical Support Specialist, Help Desk Worker

Job description, information about job

Introduction :
Digital Content Services (DCS) is a team at IBM that supports technical writers that create documentation for the IBM Documentation (Docs) website and help text that is embedded in IBM applications and products. The technical writers that you would support in this position are located all over the world and in almost every time zone. The strategic goal is to provide 24/7 support for writers. The end-to-end documentation process now use the latest technologies to simplify the creating documentation experience for IBM writers.

Your Role and Responsibilities :
Your job entails supporting all technical writers at IBM in the authoring, building, reviewing, translating, and publishing phases of the documentation process. Your primary interaction for supporting the writers is in slack messages, responding to GitHub issues, and talking on video conferences for more complex issues. Every day is different. For example, one day you are helping a team in India troubleshoot a build issue and the next day you are helping a team in China with a publishing problem. There is also potential for growth into a more technical role on the team over time.

What do you need for success:
+2 year experience providing support
+1 year experience with GitHub
+1 year experience with Slack
Desire to learn about applications, tools, and process
Self-motivated to understand and troubleshoot problems
Great communication and organizational skills
Self-sufficient and ability to learn new skills and tools
Ticket management experience
Fluent with both writing and speaking English
Listening to writers needs and requirements
Commitment to solve problems quickly and efficiently
Ability to work with users from different geographical locations
Tailoring knowledge and guidance for different level of skills for writers

Nice to have:
Work experience in agile environment
Work experience writing online documentation
Knowledge of any programming languages
Knowledge of DITA or markdown