Technical Writer

Overview

As a Technical Writer, you will partner with the knowledge base specialist, other technical writers, and the broader organization to update content and process internal documentation. This will involve the creation and maintenance of SEO-friendly internal CS messaging, which provides frontline support across phone, chat, email and in-person support channels. You will ensure the accuracy and the timely updating of internal documentation, working with a variety of cross-functional stakeholders to ensure that all content meets the highest standards. 

You’re passionate about creating the best customer experience possible through the design and maintenance of effective content. You use applied reasoning and strong analytical skills to be an advocate for creating improvements in messaging and documentation. You’re sensitive to the needs both of customers and of the users of internal documentation and can predict how they may use your writing.

When carrying out the responsibilities of the role, you will inspire frontline agents to draw from their training, critical thinking skills, and knowledge resources to provide outstanding support across all channels of customer communication. This will include cultivating a positive and open culture within the wider team, being comfortable with a fast-paced working environment and with giving and receiving constructive feedback. 

Responsibilities:

• Writing: Making updates to the internal knowledge base
• Writing: Proactively identifying and executing on opportunities to improve current documentation
• Writing: Using SEO best practices to improve search functionality in Knowledge Base
• Using: Knowledge about customer support and technical writing best practices to vet requests to update the Knowledge Base

Experience:

• BA/BS degree in Journalism or Communications-related field or 4 years equivalent practical experience
• 2 years in customer support role
• 2 years experience working in knowledge management systems to develop content (internal or external facing), including articles, standard responses, operating procedures, and training modules
• Exceptional communication and interpersonal skills (written and verbal)
• Demonstrated commitment to providing the best possible customer experience
• Strong project management skills with demonstrated ability to work independently, to multi-task and to prioritize effectively while driving high impact, positive results
• Understand and empathize with frontline agents’ motivations and expectations, allowing for robust development of internal references

The target hiring compensation range for this role is the equivalent of $33 to $35 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location. Additional benefits offered may include; medical health insurance and dental insurance, life insurance, and eligibility to participate in 401k plan with company match.