Interactive Content Specialist

As an Interactive Content Specialist at ServiceTitan, you’ll be supporting our commercial and construction customers by building in-app Pendos for our workflows. You’ll serve as our main resource in presenting content to customers in a hands-on format. You’ll partner with product managers, developers, support, and usability experts to ensure you're providing our customers with the most stable and most informative guides. You’ll assist in guiding our customers through ServiceTitan and will be ready to build a guide for any workflow that comes your way. You’ll update and maintain the Pendo guides as we roll out releases to ensure stability and a consistent user experience. As part of the team, you'll:Build in app tooling to guide users through workflows: Work closely with our customer facing teams to understand where the biggest knowledge gaps within our custom base occur. Analyze support cases to build guides to deflect these cases from reaching internal teams. Produce with impact: Review usage metrics from guides to understand if we need to pivot our strategy to improve adoption. Maintain your product: Be the single point of contact for Pendo creation and own continued maintenance when Pendo’s break as well as be ready to update existing guides as new product is released. Contribute and participate: Analyze data collected from work the team completes and come with ideas on how we can improve. RequirementsMust have a minimum of 1 year of technical writing or other non-fiction, technical, or educational contentExcellent grammar and proofreading skillsMust have the ability to work independently with minimal supervisionMust have strong communication skills (verbal and written) including excellent telephone skills and presentation skillsMust be initiative and able to work in a multi-tasking fast-paced environmentMust have strong problem solving and customer service skillsAbility to meet deadlines and identify solutions to issues before they become obstaclesA plus if you haveExperience with Google Suite, Confluence/JIRA, PendoKnowledge of home services industries and terms for plumbing, electrical, HVAC, and the likeExperience with software development/SaaS or educational equivalentProficiency in using diagramming tools like LucidChart, Miro to convey user or system workflows Experience with data insight tools such as Google Analytics to help drive content prioritization and to track content engagementAbility to learn new technologiesBe Human With Us:Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. What We Offer:When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.Holistic health and wellness benefits: Company-paid medical, dental, and vision (available to employees and their dependents day 1), parent and siblings’ insurance, pet insurance, wellness benefit, office massage, etc.Support for Titans at all stages of life: Parental leave and support, on demand maternity support through Maven Maternity, financial planning tools, Employee Assistance Program services, and moreAt ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.