Knowledge and Content Specialist

Sterling, Virginia, United States | Sales and Customer Success | Full-time

Apply

Knowledge and Content Specialist  – Sterling, Virginia

Who We Are:

Sestra is an innovative startup delivering IoT-based smart dispensing solutions to the beverage industry. Our TapWise Solution brings IoT connectivity to on-tap dispensing and delivers revolutionary loss prevention to customers serving draft beverages (beer, wine, cocktails, cold brew coffee, etc.). Our patented pour control technology ensures that each and every drink is poured to the exact volume and temperature specified virtually eliminating costly over-pouring. Our push-to-pour dispensing increases speed of service and revenue during the busiest service periods. Our connected devices record all events and syncs with the cloud to provide valuable real-time analytics and remote administration capabilities to our customers.

About the Role:

Sestra maintains a high quality standard when supporting customers. Use of self service information to include videos, onsite reference materials, and training guides aid in effective use of the smart dispensing solution.  As the Sestra Knowledge and Content Specialist you will produce documentation and user assistance guides that help customers get the most out of the product.  

  • You will  develop and manage the new hire onboarding and training program for our products for new Sestra employees.  
  • Work closely with marketing, product managers, customer success to deliver online help, guides, videos, and in-app assistance for our customers and internal employees.  
  • Manage the creation of new product documentation and keep existing content up to date. Ensure content deployed is digestible and based on personas, i.e., bartenders, general managers, concessionaires, sail crew, etc. 
  • Manage the internal product documentation and support guides used for internal Customer Success team members. Serve as the owner of product documentation and guides across all platforms and projects to create successful resources for multiple audiences.   

These tools and resources are critical to ensuring accurate and up to date information is used to resolving many common scenarios for our solution. 

Internally, our teams are innovative and require ongoing updates when new releases of our solutions are deployed.  In this role you will ensure we have a consolidated and centralized manner of accessing materials, request updates, and deploying new information in a timely manner.  

To be qualified for this role, you will be a problem solver with great customer service skills.  Proven experience in writing easy to digest content in various forms for various audiences.  

  • Delivering training to customers and internal employees.  
  • Not be afraid to share ways we can be innovative and meet the market’s need to better allow adoption of our products.   
  • You will be project oriented, can work independently, a self-starter, and meet deadlines.  You should have experience in deploying a content strategy to improve development and deployment to targeted audiences.  

The ideal candidate is an exceptionally organized, detail-oriented clear thinker with a passion for assisting people and creating the platform for organized information.

Key Responsibilities

  • Develop training material to educate Sestra employees on our products and services
  • Work with product managers to create and maintain product documentation
  • Coordinate training sessions with hiring managers for new employee onboarding 
  • Develop customer facing content to include troubleshooting documents for print and online consumption.  
  • Manage all Knowledge-base materials to help answer product-related questions, to include AI capabilities with a CRM
  • Managing multiple projects and aiding in deploying most up to date solution information to multiple audiences
  • Ensure new product training and support materials to include - quick start guides, troubleshooting cards, are available and ready for onsite sessions
  • Establish continual improvement feedback channels
  • Review usage analytics and highlight data points needed to measure the effectiveness of the resources
  • Ongoing evaluation of new tools in the market and assess if there is a fit for Sestra to be innovative and ahead of the curve to drive efficiency and ensure optimization of current artifacts

Key Skills & Qualifications

  • 3+ years experience in technical writing and product documentation.
  • Experience developing user guides and user training programs
  • Demonstrated experience cataloguing and documenting processes and maintaining and updating product documentation.
  • A personal interest in technology coupled with an ability to convey and demystify technical concepts to a mass audience
  • Graphic design is a plus
  • Demonstrated ability to work collaboratively across remote teams with high energy, with patience, persistence, and diplomacy.
  • Outstanding presentation skills with the ability to present to a wide array of technical and non-technical audiences.
  • Excellent research and planning skills. Strong editing and grammar skills, including ability to detect and correct errors.
  • Commitment to accuracy and quality work.
  • Familiarity with remote desktop applications and help desk software (eg. Hubspot)
  • Excellent problem-solving and communication skills
  • Curiosity
  • Attention to detail 
  • Excellent verbal and written communication skills

Benefits

  • 401K, Medical, Dental, Vision coverage
  • Up to 18 personal days plus most major holidays
  • Dog-friendly work environment
  • Business Casual Dress

Location: This position is located in Sterling, VA.   

% of Travel:  5%

 About Sestra:

We bring IoT connectivity to on-tap dispensing, serving up the perfect pour and delivering revolutionary loss prevention to our customers, who serve draft beverages (beer, wine, cocktails, cold brew coffee, etc.). Our patented pour control technology ensures that each and every glass of beer, wine or mixed drink is poured to the exact volume and temperature specified, virtually eliminating costly over-pouring. Our hands-free, push-to-pour dispensing increases speed of service, thereby eliminating long lines and increasing revenues during the busiest service periods. Our connected devices record each and every event and syncs with the cloud to provide valuable real-time analytics and remote administration capabilities to our customers. Sestra’s smart dispensing solutions are installed as mission-critical applications within iconic sports venues, performing arts centers, hotels and restaurants across the country. The Washington Nationals, Audi Field, Kennedy Center, Warner Theater, Lincoln Center and Longwood Gardens are just a few of our local clients.