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KCS (Knowledge-Centered Service) Editing Student - 4 Month Winter Term



Waterloo, ON, Canada
Posted on Saturday, September 16, 2023

Worker Sub-Type:

Student (Fixed Term)

Job Description:

Today, BlackBerry® is a transformed company. We’re no longer about the smartphone, what we once did for smartphones is what we’re now doing for Enterprise of Things (EoT) – envisioning, enabling and securing new forms of communication that are connecting the business world in extraordinary new ways. We have the most complete and advanced end-to-end solutions to enable EoT, and our ideas lead the way in the hottest markets like cybersecurity, SaaS, neural networks and autonomous vehicles.

Today our software is trusted by the world’s most important organizations, including all of the G7, 16 of the G20, NATO, financial firms, healthcare providers and educational institutions. BlackBerry technology is further embedded in millions of ‘things.’ You can find BlackBerry in smart watches, medical devices, cars, trains, robots, smart meters, TV broadcast equipment, wind turbines, hydroelectric plants, pilot training simulators, mail-sorting machines and, of course, tablets and smartphones just to name a few.

Position Summary

BlackBerry is looking for a skilled writer to join our KCS Program Team in the Customer Support Organization. The successful candidate will be a strong writer and editor, is a creative thinker and shows attention to detail.

As a KCS (Knowledge-Centered Service) Editing Student at BlackBerry, you will assist the KCS Team by formatting, editing, publishing, and archiving Knowledge Base articles that are assigned to the KCS Team. You will also assist the team with reporting and administrative functions.

Location: Waterloo, ON

Length of Term: 4 Months

What you will do

  • Reviews and edits content to align to the BlackBerry Style Guide, KCS, and UI/CX best practices

  • Actively reviews agent-authored content against established brand and style guidelines to ensure suitability for external publication

  • Acts as an advocate to assist members of the support team with the content creation process

  • Assists support agents and analysts in leveraging the KCS methodology to create case solving content

  • Contributes to the strategic vision for knowledge management within the customer support organization

  • Assists with the maintenance of internal wikis, processes, and technical training content

  • Assists with the facilitation of internal KCS training for new-hires

Who we are looking for

  • Currently enrolled in a post-graduate certificate or degree in Business or Technical Writing

  • Excellent interpersonal and communication skills including written, oral and presentation to effectively work with team members

  • Experience with technical writing and/or editing

  • Strong attention to detail

  • Ability to concurrently work on multiple projects and flexible to adapt to changing environments and priorities

  • Ability to quickly learn and understand complex troubleshooting issues

  • Previous experience writing support documentation for multiple audiences

  • Excellent prioritization and multitasking skills

Above and beyond

  • Prior experience working in a customer support role

  • Prior experience or familiarity with Technical Writing

  • Previous experience using Jira and/or Confluence systems

  • Familiarity with Content Management Systems (CMS)

  • Proficient with Microsoft Office Suite (Word, PowerPoint, Excel)

  • Familiarity with BlackBerry products and services

  • Motivated, resourceful, and a team player

Life at BlackBerry

  • Various Snack & Beverage Programs at all locations

  • Cafeterias and vending machines with subsidized prices at major offices

  • Free parking and accessible public transportation at major offices

  • Skills training and professional development opportunities

  • Organization wide events and various social committees

  • Local discounts and free swag

  • Highly collaborative teams and supportive workplace culture

  • Recreational leagues, fitness classes, and wellness sessions available in most locations

See for yourself by checking out our Instagram @BlackBerryStudentLife

An Absolute Commitment to Equality

It is the policy of BlackBerry to ensure equal employment opportunity without discrimination or harassment based on race, colour, creed, religion, national origin, alienage or citizenship, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

EEO Minorities/Females/Protected Veteran/Disabled

BlackBerry strives to create an accessible and inclusive application and selection process and is committed to working with and providing reasonable accommodation to job applicants who may require provisions to participate in the selection process. Should you require an accommodation, please contact to discuss your needs.

Scheduled Weekly Hours: