Documentation & Support Specialist

• 

  Location

  (INDIA) and Chennai

• 

  Job Reference

  21232

• 

  Functional Area/Experience

  IT / 2 Years

Job Description & Qualifications

Established in 1986, Sutherland is a global provider of business process and technology management services offering an integrated portfolio of analytics-driven back-office and customer facing solutions that support the entire customer lifecycle.

As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers across industries from financial services to healthcare, achieve greater agility through transformed and automated customer experiences for over 30+ years.

Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world. To learn more, please visit us at www.sutherlandglobal.com

Job Description:

We are seeking a meticulous and tech-savvy Documentation & Support Specialist to join our dynamic team. The ideal candidate will be responsible for creating, maintaining, and improving product documentation, providing technical support to users, and ensuring the highest standards in knowledge transfer. You will work closely with development, QA, and support teams to ensure that our documentation is accurate, accessible, and effective in meeting user needs.

Key Responsibilities:

Documentation:

• Create and maintain user guides, technical manuals, product release notes, and FAQs.
• Develop comprehensive API documentation for internal and external use.
• Collaborate with product managers, developers, and designers to capture complex product features in simple, easy-to-understand language.
• Ensure documentation is up-to-date with new product releases, patches, and updates.
• Manage the documentation repository, organizing and updating content as needed.

Technical Support:

• Provide Tier 1 support to customers and internal teams via email, chat, or a ticketing system.
• Troubleshoot common technical issues and escalate complex issues to the development team when necessary.
• Assist with onboarding new clients by providing comprehensive documentation and responding to questions.

Collaboration:

• Work closely with the product and development teams to understand features, workflows, and customer challenges.
• Assist in creating training materials for users and internal teams.
• Provide feedback to product teams on areas where customers face recurring challenges.

Continuous Improvement:

• Identify opportunities to enhance the usability and clarity of documentation.
• Develop and maintain a documentation style guide to ensure consistency across all materials.
• Regularly review and optimize support processes to improve response times and customer satisfaction.

Qualifications:

Education:

• Bachelor’s degree in English, Communications, Computer Science, or related field.

Experience:

• Minimum of 2 years of experience in technical writing, documentation, or customer support roles, preferably in a software or technology environment.

Skills:

• Excellent written and verbal communication skills with an ability to simplify complex topics.
• Strong organizational skills with attention to detail and accuracy.
• Proficiency in using documentation tools such as Confluence, MadCap Flare, or Microsoft Word.
• Familiarity with ticketing systems such as Zendesk, Jira, or ServiceNow.
• Basic understanding of software development processes, APIs, and system integrations.
• Ability to work collaboratively in a fast-paced, cross-functional team environment.

Preferred Qualifications:

• Experience with video tutorial creation and other forms of media to enhance user learning.
• Basic knowledge of HTML, CSS, or Markdown for formatting and structuring documentation.
• Customer-oriented mindset with a passion for improving the user experience.