About
The team supports Client's Player Care organization by delivering player-facing support experiences, including help content and self-service resources that guide users through gameplay issues, account management, and technical troubleshooting. Required Skills & Qualifications
Experience in content management, technical writing, or a related field, ideally in gaming or a similarly fast-paced consumer environment. Proven experience owning and managing a help center or support content platform at scale. Strong writing and editing skills with a clear, concise, player-friendly voice. Solid understanding of SEO fundamentals, content discoverability, and help site best practices. Experience working cross-functionally with Support, Product, and Release teams. Familiarity with help center platforms such as Zendesk Guide or similar CMS tools. Familiarity with localization workflows is a plus. Familiarity with AI-assisted support tools such as virtual assistants or chatbots, and an understanding of how structured help content feeds and improves those experiences, is a plus. Prior work experience at Client or in Client's industry. Applicants must be able to work directly for Artech on W2. Day-to-Day Responsibilities
Own the end-to-end lifecycle of help site content, from creation and publication through maintenance and retirement. Write, edit, and maintain high-quality help articles, FAQs, and support documentation that are clear, accurate, and on brand. Partner with Release Management to ensure patch notes, update pages, and product change content are reflected accurately and on time in the help site. Collaborate with the Support team to identify content gaps driven by player questions and ticket trends. Maintain a consistent voice, tone, and formatting standard across all help content. Own the information architecture of the help site, ensuring content is logically organized and easy to navigate. Establish and maintain tagging, taxonomy, and metadata standards that support player search and discovery. Conduct regular content audits to identify outdated, redundant, or underperforming content and action improvements. Ensure content is structured, tagged, and written to support AI-assisted discovery, search, and automation workflows. Manage the content calendar and intake process for help site requests across teams. Define and maintain workflows for content review, approval, and publishing. Track and report on content performance metrics including search effectiveness, deflection rates, and player engagement. Support localization efforts for help content across regions, ensuring accuracy and cultural appropriateness. Company Benefits & Culture
Competitive salary range: $55/HR TO $58/HR ON W2. Hybrid work model with 3 days onsite at Redmond, WA. Chance for contract extension based on performance and business needs.
Languages
- English
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