Documentation Specialist at FOURKITES

| Chicago
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About the role

FourKites’ Product Support team strives to set the gold standard for customer technical support. To that end, we are expanding our Knowledge Base team to deliver high customer engagement and satisfaction with our self-service content.

You are a great match for the team if you enjoy helping our customers by creating articles published for self-service, have the ability to explain complex technical information in ways that customers can easily understand, and have an eye for detail. We’re looking for someone who demonstrates a special talent for understanding what our customers need from self-service content and who is thoughtful in considering what internal knowledge would be best shared with customers to improve their overall experience of FourKites. If you’d like to be an integral part in laying the foundation for the brand new community aspect of FourKites, then this role is for you!

If interested please include a cover letter with any relevant writing samples.

Responsibilities

  • Use different data sources and teams to identify the specific content our customers need to be successful in self-service
  • Plan, organize, and create high-quality self-service content published to the FourKites Knowledge Base with particular attention to areas of high importance for our customers
  • Continuously improve self-service content by responding to internal and external feedback
  • Follow the FourKites Communication Guide, including best practices for article structure and labels to maximize search effectiveness, to ensure consistency across all self-service content
  • Enable customer engagement efforts where content is needed such as scripting webinars
  • Establish strong working relationships with cross-functional teams, including Product, Engineering, Marketing, and Operations

About you

  • You’re a self-starter with an eye for detail
  • You enjoy putting yourself in our customers’ shoes by thinking creatively
  • You love to translate difficult technical concepts into clear and easy-to-understand content
  • You enjoy developing and nurturing partnerships across a variety of teams in the company to ensure that we offer a complete content solution for areas that challenge our customers
  • You’re a motivated writer and thinker who is able to work both independently and with the team to strategize, organize, and optimize content for our customers
  • You’re interested in building out a new community element of support for our customers

Requirements

  • Bachelor's degree
  • Excellent written communication skills and proven ability to make complex topics easy and engaging
  • Highly organized, detail-oriented, and capable of working independently to get things done
  • Ability to thrive in a cross-organizational, collaborative work environment
  • Self-directed, highly motivated, and proactive
  • Team-oriented and collaborative
  • Enjoy receiving feedback from customers and internal users and putting their requests into action
  • Ability to quickly adapt to shifting priorities, demands, and timelines
  • Supply chain or logistics experience a plus
  • Experience with creating content a plus, such as video or other media

FourKites is the fastest-growing predictive supply chain platform, backed by top-tier VC firms in Silicon Valley, Boston and Chicago, delivering real-time visibility and execution for Fortune 500 companies and third-party logistics firms. Using a proprietary algorithm to calculate shipment arrival times, FourKites enables customers to lower operating costs, improve on-time performance, and strengthen end-customer relationships. With a network of more than four million GPS/ELD devices, FourKites covers all modes including ocean, rail, parcel and over-the-road. The platform is optimized for mobile and equipped with market-leading end-to-end security. We look for smart, agile, creative team players who are ready to roll up their sleeves and deliver for our customers.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • PostgreSQLDatabases
    • SQLiteDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM

Location

Modern office space with panoramic views of downtown Chicago. Located in the Ogilvie Transportation Building, that's connected to all of downtown!

An Insider's view of FOURKITES

What projects are you most excited about?

We are working on a project to add functionality to our platform that will increase our customer’s visibility and add flexibility to our integrations. This has required collaboration between multiple departments to ensure that the scoping of the multiple product enhancement tickets are detailed and address the problems of all stakeholders.

Ashley

Director, Carrier Operations-Customer Success

How does the company support your career growth?

Our office is really a tight-knit community; people hang out outside of work, everyone gets along and it's a pleasant, open and collaborative culture. I really enjoy working for FourKites because of the great work-life balance, the fact there is a lot of growth opportunities, and I feel like I am working towards both my personal and company goals.

Georgios

Staff Accountant

What are some social events your company does?

A fun way we like to provide and share recognition is through our quarterly Cheers to Peers, Nice Cream Socials that Kaitlin, our Front Desk and Office Coordinator puts together. It's a great opportunity to provide recognition to others, mingle with different teams, and eat ice cream - what could be better!

Jenny

Talent Acquisition Specialist

What are FOURKITES Perks + Benefits

FOURKITES Benefits Overview

We provide an elite tier of benefits, have a bias for promoting within, and an array of fun office perks, snacks, happy hours, team events, and company outings.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
FourKites has the "Fun Committee" to help create new happy hour ideas, spirit weeks, summer and winter parties, new swag ideas and co-ed sports teams.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
FourKites provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
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