Russell Anderson
Writer, Editor, Content Strategist
About me
Hi I'm Russell,
I'm a Senior Knowledge Base Technical Writer & Editor for Wix.com, a leading SaaS website development company. I'm an expert at concisely communicating how to use complex products. I have a knack for identifying content issues and collaborating with others to create the best solutions.
Currently, I'm enjoying working on a full revamp of a top strategic focus area known as the CMS (Content Management System). I've been the dedicated writer and content strategist in charge of documenting many products, including Email Marketing, Partners, technical troubleshooting, wix.com/contact, DNS, mailboxes, Wix Answers help desk software, and account access.
As an Editor, I review and revise user-facing guides for the majority of the company's products. I help create and maintain style guides, onboard new hires, and mentor peers on aligning with our voice, tone, and style.
Before writing user-facing articles, I wrote internal support documentation, managed a team of call center agents, and mastered the art of de-escalating the most difficult support scenarios.
I enjoy working with global teams from the comfort of my backyard home office in San Jose, California. The commute is excellent, the garden views are inspirational, and my family is my motivation for success.
Let's talk about what I could bring to your business,
-Russell
Work Samples
Check out examples of articles I've written for Wix below. I'm happy to share more examples upon request.
Russell Anderson
SUMMARY OF QUALIFICATIONS
Organized, detail-oriented SAAS writer, editor, mentor, and content strategist. Expert at creating clear and concise educational guides for completing complex technical processes.
EXPERIENCE
Wix.com - San Francisco, CA
Senior Knowledge Base Editor | February 2021 – Present
Reviewing and editing peer work and providing feedback to develop clear content with a consistent voice, tone, and style. Collaborating with global editors to create and refine internal style guides and processes.
Senior Knowledge Base Technical Writer | July 2018 – Present
Writing and revising public help center articles for various SaaS products including CMS, Wix Partners, DNS, mailboxes, account access, and technical issues. Collaborating with Product, Marketing, and Support teams. KB POC for chatbot AI solutions. Exclusively grew the help center for the Wix Answers help desk software from 100 to 500 articles.
Support Team Lead | November 2015 – July 2018
Managed a call center team of 5-10 agents. Trained and coached agents in troubleshooting and customer service skills. Collaborated to create internal procedures for feedback reporting. Lead curator of training materials.
Knowledge Base US Support Lead | June 2015 - July 2018
Identified help center article needs and coordinated with global KB writers to implement solutions.
Advanced Technical Troubleshooting & Billing Specialist | April 2014 - July 2018
Provided top-tier phone support for advanced technical and billing related escalations.
Customer Support Supervisor | January 2014 - July 2018
De-escalated upset callers with empathy, creative solutions and articulate explanations.
Customer Support Product Specialist | April 2013 - July 2018
Provided comprehensive phone support for leading SAAS website building platform.
EDUCATION
Recording Connection Audio Institute - San Francisco, CA | March 2012 – September 2012
Bachelor’s Equivalent, Audio Engineering Certificate
California State University of Chico - Chico, CA | August 2001 – May 2006
Bachelor of Arts, Art Studio - Emphasis in Computer Art, Minor in Anthropology
Single Subject Teaching Credential Program | June 2007 – April 2009