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Technical Writer

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On this team, you’ll develop best-in-class training and onboarding experiences for our customers, including first-run experiences, how-to, and additional content that amplify our offering in the customer care space.

 

As part of the product team, you’ll develop documentation, tool-tips, and contextual help as the product evolves. You’ll work with designers to craft UI that helps customers understand the power of the tools they have for building relationships with customers.

 

Responsibilities:

  • Become an expert in the virtual agent tool, how to build, trigger, test, and analyze chat performance.
  • Write high-quality support content, including UI, how-to tutorials, tool-tips, contextual help, short videos, and other content as we evolve this key business asset.
  • Use customer feedback, user research insights, and PM direction to develop a POV on what kind of content is needed to best communicate with customers and build a strong relationship via our product offering.

 

Basic Qualifications:

  • 5+ years of experience in technical or procedural writing, including how to video creation using screen capture software, copywriting with experience and interest in working with tool documentation or how-to content.
  • An understanding of how content strategy works to deliver the right content, to the right audience, at the right time—and why customer care content is a crucial in the customer journey.
  • The ability to write for technical and nontechnical audiences. Passion for distilling complex technical subject areas into simple, easy to understand content.
  • Bachelor's degree in English, Journalism, Computer Science, Technical Communications or related field.

 

Preferred Qualifications:

  • Deep customer empathy and a passion for new technologies
  • Experience writing scripts or dialogue for bots/virtual agents.

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