Jana R.

PROFESSIONAL PROFILE Need clear, customer-friendly content for a complex software product? I’m a SaaS technical writer and Product Education specialist with 8+ years of experience turning complex product functionality into Help Center articles, how-to guides, best-practice resources, software tutorials, training videos, video scripts, and customer education content. I specialize in learning how a product works, understanding what users need to accomplish, and translating that knowledge into content that is accurate, approachable, and genuinely useful. I can help you with: * Help Center and knowledge base articles * How-to guides, user guides, and step-by-step tutorials * Best-practice content and customer resources * Software tutorial, how-to, and training videos * Video scripts and voice-over scripts * Product walkthroughs and feature tutorials * New-feature and product-release content * FAQs and troubleshooting documentation * Customer onboarding and training materials * LMS and eLearning content * In-app tours, tooltips, and contextual guidance * Content audits, rewrites, and knowledge base organization My background is in SaaS Product Education, where I worked closely with Product Managers, engineers, designers, Customer Success, Support, and other subject-matter experts. I created customer education across Help Center content, instructional videos, LMS resources, webinars, product walkthroughs, and in-app guidance, while translating everything from everyday workflows to CRM integrations, APIs, reporting, and payment functionality into understandable customer resources. Your resume documents this breadth of content development and cross-functional Product work. I’m also experienced with ongoing product releases. I’m comfortable working with functionality that is still evolving, gathering and validating information from SMEs, managing feedback and revisions, and making sure customer-facing content is accurate and ready for launch. Have an existing Help Center that needs attention? I can help there, too. I’ve rewritten and restructured complex documentation, developed content standards and templates, improved content organization and discoverability, and created processes for keeping resources accurate as products change. Tools and platforms I’ve worked with include Synthesia, Pendo, Userpilot, Salesforce, Gainsight, Absorb, Thought Industries, Zoom Webinar, ChatGPT, Claude, HTML, Markdown, Microsoft 365, and Google Workspace. Whether you need one polished how-to article, a series of software tutorial videos, a customer training resource, or help improving an entire knowledge base, I can take complex product knowledge and turn it into content your customers can understand and use.