Product Author (Placement opportunities)

By applying experience, critical thinking, creativity, problem solving techniques and industry knowledge, the Product Author will communicate specialist information about how products and services work and how they can be applied or used in a way that's easy to understand. The information will be presented in the form of user guides for software applications, reference and instruction manuals, training guides, instructional videos or online help incorporated into software and operating guides.

To ensure accurate and relevant information is produced, a key part of the role involves maintaining currency of knowledge through training, learning, spending time with customers, and keeping abreast of industry and regulatory changes.

The Product Author will at times be customer facing, able to talk intelligently and openly about energy practice, and how Gilmond can help improve our customers experiences. They’ll be able to translate that understanding into language that product & service teams can use to create better products and services.

 

Summary of duties and responsibilities

Customer Engagement

  • Work with customers to ensure Gilmond’s understanding of their product knowledge priorities
  • Demonstrate our solutions and products
  • Develop an understanding of the customers issues in relation to our solutions and bridge the gap between them
  • Work with the product and development teams to create solutions that solve customer issues

Documentation & Training

  • Improve the quality and quantity of our training materials and processes
  • Manage the creation and delivery of release notes
  • Collate and verify information
  • Create and edit pictures, diagrams, infographics and examples
  • Update existing documents to ensure they are relevant and fit for purpose
  • Meet with customers to identify urgent requirements and prioritise workload
  • Work with customers to ensure the adoption of Gilmond’s help products and services
  • Assist in training end customers to train their own staff
  • Create user guides for applications and APIs

Communication

  • Translate technical language in to easy to follow help guides
  • Write, edit and proofread text that will be published to our customer base
  • Ensure communication is relevant and engaging
  • Liaise with Gilmond colleagues (e.g. Developers and Product Managers) to ensure fully detailed documentation is created
  • Create blogs to update the market on industry updates and challenges
  • Ensure Gilmond’s behaviour standards are always adhered to

 

Skills, Knowledge & Experience

Required qualifications, knowledge and skills for the role;

  • Strong technical knowledge
  • Ability to effectively communicate, write and guide users through products
  • Proven people skills in a customer facing environment
  • Demonstrable knowledge of energy retail markets
  • Excellent analytical and interpretive skills
  • Knowledge of CMS Platforms
  • Eye for detail
  • Good understanding of HTML
  • Sense of narrative
  • A drive for excellence over satisfaction

 

What We Offer

  • Exceptional development opportunities
  • 25 days' holiday (plus bank holidays)
  • Pension contribution plan
  • Great staff culture and working environment
  • Free hot and cold drinks
  • Free fruit bowls replenished daily

To apply for any of our vacancies, please send your CV, a covering letter and your salary expectations to people@gilmond.com, quoting the job title.