Product Content Specialist

The Ideal Candidate

You have three or more years of experience in producing product-related content, preferably within SaaS technology, digital auth or payments sectors. You excel at translating complex technical information into clear, accessible content for diverse audiences, from customer service representatives through technical administrators. Proactive and inquisitive, you are comfortable engaging with engineers and technical staff to distill key insights. You are adept at both structuring and creating content across various media, including training materials, specifications, guides, video transcripts, and schematics. Collaborative by nature, you thrive in a team environment and effectively coordinate with teams to deliver cohesive and impactful product communications.

The Role

As a Product Content Specialist, you will:

• Develop and maintain a deep understanding of our card payment authentication products (incl. 3DS ACS, 3DS Server MPI, 3DS Directory Server), fraud risk intelligence products (signal and rules processing) and customer authentication products (biometrics, device signals, customer identity, OTPs, etc.)
• Create and structure high-quality, engaging content that effectively communicates product features, benefits, and usage to a variety of audiences.
• Think like a business analyst to proactively gather the right information through interacting with developers, technical documents, and other resources, to achieve outcomes.
• Balance tasks such as coordinating inputs from others, developing drafts, synthesizing complex concepts into understandable forms, and presenting ideas for deliberation before formalizing content.
• Tailor content to meet the needs of different audiences (personas) and stakeholders, ensuring clarity and relevance.
• Collaborate closely with your manager, a technical writer and a graphic designer to produce cohesive and visually appealing content.
• Contribute to the development of training materials, product guides, product specifications, customer communications, video scripts, schematics, and more.
• Continuously seek opportunities to improve content quality and effectiveness.

Responsibilities

• Content Creation: Produce clear, concise, and engaging product content for various audiences and platforms, including but not limited to product guides, training courses, reference portals, animation transcripts and customer communications.
• Content Governance: structure, organize and maintain all published product materials on the Entersekt Knowledge Centre (online reference portal).
• Information Gathering: Actively seek out information from internal wiki resources, engineers and technical personnel to inform content development.
• Concept Synthesis & Structuring: Distill complex technical concepts into an understandable structure and product messaging. This may include supporting diagrams, visuals, or customer communications.
• Management & Coordination: Manage collaboration with team members and stakeholders to ensure content accuracy and consistency. Balance multiple tasks including drafting, reviewing, and finalizing content, while meeting deadlines.
• Stakeholder Communication: Present concepts to management for deliberation and incorporate feedback effectively.
• Quality Assurance: Edit and proofread content to maintain high standards of quality and professionalism.

Skills and Experience

Successful candidates for this role will generally possess the following qualifications and skills:

• Experience: 3+ years in product content creation, preferably in SaaS technology or payments industries.
• Technical Acumen: Ability to understand, structure and communicate complex digital products and authentication methods. 
• Proactive Inquiry: Skilled at asking pertinent questions to extract necessary information from technical teams.
• Writing Skills: Exceptional writing and editing abilities, with a focus on clarity and audience engagement.
• Industry Knowledge: Familiarity with, or ability to learn quickly about, digital 3DS products, fraud risk products and customer authentication products.
• Audience Adaptability: Proven ability to tailor content for various audiences and comprehend their unique needs.
• Collaboration: Strong track record of working effectively within cross-functional teams.
• Tools & Software: Highly proficient in Office 365 across Word, PowerPoint, Excel and OneDrive. Proficiency with technical content writing like Markdown and PlantUML preferred. Understanding of Gitlab and VuePress hosting is a plus.
• Education: Bachelor’s degree. 

Personality Attributes

• Communicative: Excellent interpersonal skills with the ability to articulate ideas clearly and effectively.
• Inquisitive: Naturally curious and unafraid to seek clarification to fully understand complex topics.
• Self-Reliant: Able to independently gather and synthesize information without over-reliance on others.
• Detail-Oriented: Meticulous attention to detail in all aspects of work.
• Organized: Strong organizational skills, capable of managing multiple priorities and projects.
• Proactive: A strong sense of initiative and the ability to work independently.
• Creative: Innovative thinker who can bring fresh ideas to content development.
• Adaptable: Flexible and able to thrive in a fast-paced, dynamic environment.