Technical Writer at Impact

Responsibilities: 

• Work directly with our Product, Engineering, and Customer Success teams to gather an in-depth understanding of the technical and business aspects of our products and their various use cases.
• Interview Subject Matter Experts (SMEs) and translate their knowledge into engaging, human-friendly help content for a wide audience.
• Proactively develop high-quality product help content across mediums—written, visual, graphic—including tutorials, how-to guides, explanations, and technical reference documents.
• Use customer feedback and Help Center metrics to focus content development efforts and continually refine content to best serve our customers.
• Analyze support ticket drivers, adoption data, product roadmaps and presumed impact in order to prioritize projects, facilitate issue resolution and improve customer satisfaction.
• Collaborate closely with our Customer Success team to develop thoughtful, pre-written copy for ticket response and a live chatbot that directs customers to the help they need.increase use of the help content portal and minimize the need for human response.
• Audit existing content for out-of-date, inaccurate, or otherwise unnecessary documentation that may confuse customers or diminish their experience.
• Strategize with the Product Operations team to ensure the quality, searchability, and accuracy of help content across multiple delivery points.
• Develop processes and systems that seamlessly scale the production of high quality help content.

Does this sound like you:

• Minimum five (5) years experience in technical writing for web and/or SaaS tools.
• Bachelor's Degree in English, Communication, Journalism, or similar. 
• Experience with developing, managing, and contributing to online CRM-based knowledge bases.
• Strong, confident writing skills with a distinct ability to explain complex concepts to a wide audience with varying levels of technical experience.
• An interest in measuring the effectiveness of help content and making data-driven decisions for improvements.
• Ability to work collaboratively with other writers, team members, and contributors; works well independently to meet expectations and deadlines.
• Can learn new concepts, terminology, and complex technical topics quickly and diligently.
• Confidence in drafting and editing HTML; basic knowledge and editing of CSS.
• Knowledge of marketing principles (SEO) and a knack for content design is an asset.
• Experience in Marketing a plus.

Benefits/Perks:

• Medical Aid and Provident Fund 
• Unlimited leave
• Flexi-time
• Phenomenal coffee & cereal
• Free lunch on Thursdays
• Casual work environment
• Games room
• Yummy snacks 
• Free parking
• Development & training