Helpdesk Content Specialist (Articles & Video Tutorials)

Job Title: Helpdesk Content Specialist (Articles & Video Tutorials)

Company: ReConvert

Location: Remote

Job Type: Part-time (flexible)

Reports to: Customer Success Director

About ReConvert

ReConvert is a fast-growing Shopify app, empowering eCommerce merchants with powerful upsell and cross-sell tools that boost their revenue. Our team is dedicated to exceptional customer support, creating solutions that drive merchant success and transform online shopping experiences.

Position Overview

We’re looking for a Helpdesk Content Specialist to craft detailed helpdesk articles and record engaging instructional videos to support our users across various platforms. This role is pivotal in helping users get the most out of our software, ensuring each interaction is clear, helpful, and easy to follow.

Key Responsibilities

• Content creation: Develop clear, concise helpdesk articles covering ReConvert features, functions, and troubleshooting steps

• Video instruction: Record instructional videos that deliver information in a friendly, accessible manner

• Documentation maintenance: Regularly update helpdesk materials to keep them current

• Team collaboration: Work with the care team to pinpoint where customers need more guidance

• Feedback analysis: Use customer feedback to continuously enhance helpdesk resources

Requirements

• Language proficiency: Fluent in English (native or near-native); additional languages are a plus

• eCommerce knowledge: Familiarity with Shopify or similar platforms

• Technical writing: Experience writing clear, engaging helpdesk articles or similar technical content

• Presentation skills: Confident, engaging on-camera presence to deliver instructional content

• Audience awareness: Ability to simplify complex topics for non-technical users

• Initiative: A self-starter with the ability to work independently and meet deadlines

• Quick learner: Adapts quickly to new information and tasks

Flexible Hours

This is an ongoing project-based position, with hours as needed. As long as the work gets done within the relevant due dates, work around your own schedule and commitments!

How to Apply

Please follow these instructions carefully, as only complete applications will be considered - in one email please:

1. Email your CV/Resume to [email protected] with the subject line (copied exactly): Helpdesk Content Specialist (Articles & Video Tutorials)
2. Include examples of 1-3 helpdesk articles or instructional videos you’ve created (screenshots, links, etc.)
3. Answer the following: In no more than one or two paragraphs, describe how you ensure your content is clear and accessible to non-technical audiences
4. Video introduction: Submit a 30-second to 1-minute freestyle video of you speaking to the camera in English on a topic of your choice (such as your helpdesk approach) - (you can use Loom’s free software to do this)
5. Loom video: Record a 2-4 minute Loom video of you working through a fictitious problem on a Shopify site (you may use a free development site)
6. Include targeted rates: Provide your targeted hourly rate
7. Confirm availability: Indicate your availability to start (e.g., immediately, two weeks’ notice, etc.)

Looking forward to meeting the next member of our ReConvert family - apply today to join our mission of building exceptional customer experiences!