• Listed: 14 September 2017
  • Closes: 14 October 2017
  • Auckland
  • Permanent - full time
  • Xero

Our purpose

Small business makes the world go round – it’s the heart of the global economy. At Xero we want millions of small businesses to thrive through beautiful software, advice and connections. We aim to make being a small business more efficient and profitable, and more enjoyable too.

How you’ll make an impact

Are you passionate about customers and helping them get the best from Xero? Do you want to help define and shape our customer's support experience for the world’s most beautiful accounting software?

You know that great support is essential for our customers, and for our teams to deliver world class support. Your experience and skills in creating and maintaining support content will allow you to get our knowledge in front of the right people at the right time. And you do it by building strong connections with key stakeholders – always being collaborative and approachable.

You’re able to deal with ambiguity, prioritising and resolving issues quickly and constructively. You know that quality content is important, and you can balance the demands of a constantly evolving product set while maintaining that top notch content.

What you'll do

The Content Developer is responsible for helping to create, update and maintain knowledge across both our internal and external facing support content, while explaining technical concepts in plain language.

You will work closely with our Content Leads, team members and stakeholders to help drive the continual improvement of our content. You’ll focus on maintaining our content, keeping it up to date with product changes and structured as efficiently as possible for our users to access the right information easily.

This role requires a person who is a great team player and comfortable working in a global virtual team. You will have an eye for detail, be flexible, proactive and a great communicator.

Success looks like

  • Support content and structure is continually reviewed and improved.
  • Support content has a common voice and style.
  • Xero’s support teams and stakeholders can self-serve and solve their problems as measured by feedback.
  • All support content is regularly updated with new features, enhancements and fixes.

Where you'll fit in

Based in team: Auckland Support Content Team.
Manager: Support Content Manager.
Your team: Content Support Team.

What you'll bring with you

Critical competencies:

  • Excellent interpersonal and written communication skills.
  • Able to work closely with technical and non-technical users in parallel.
  • Required characteristics: fast learner, detail oriented, decisive, and enjoy fast paced work environments.
  • Take ownership of issues and know when to escalate.
  • An innovative and positive team player with a “can do” attitude.

Experience:

  • Writing or documentation experience explaining technical concepts in plain language.
  • Experience with Xero products is preferred.
  • Accounting / bookkeeping knowledge is desirable
  • Experience working with Jira and Confluence desirable.

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