Senior Technical Writer
August 15
Description
• Master the CommentSold, Videeo, and PSL platform - keeping up with product knowledge is key to success in this role • Be the customer’s champion: You understand the customer’s goals, create content that meets those goals, and advocate on behalf of customers in product development processes • Work closely with team members to establish and articulate internal and external key messages, and ensure that content is aligned accordingly • Develop and maintain a style guide, templates, glossary, and product terminology lists • Ensure content is consistently on-brand and meeting customers' evolving needs • Monitor published technical communications to ensure effectiveness, continual improvement, and accuracy • Manage updates and revisions to technical literature • Support product launches with educational materials • Own the organizational strategy and upkeep of the help center for all brands • Create instructional videos
Requirements
• Have 5+ years experience as a technical writer, preferably in a SaaS environment • Have a track record of identifying and minimizing gaps in knowledge among a large customer base • Have experience managing Zendesk help centers • Have some knowledge of CSS • Have experience successfully collaborating with stakeholders across various time zones and countries • Have the ability to skillfully manage and prioritize multiple content requests and timelines • Have experience navigating complex organizations, and a high level of comfort with fast-paced environments that involve a degree of ambiguity • Have a love for helping small business owners solve problems • Can work until at least 3PM EST
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