The User Engagement organization supports Corporate Engineering for all Technical Writing activities for TechStop (Technical Support and Helpdesk). Primarily aims to identify and remove friction with technology for our internal users. Directly supporting TechStop we use data to gain insight into our users’ top technical support issues with internal tools and systems, then work with engineering teams to improve the user experience. We help to educate and empower while providing excellent customer service and world-class technical support.
Technical writers take complex information and communicate it clearly, concisely and accurately without relying on technical or corporate jargon to explain what they're trying to say. You’ll create and improve user facing documentation, websites, and resources for a variety of internal audiences, and own relationships with support team members and subject matter experts. Solid decision-making skills, an ability to deal with ambiguity and a focus on efficiency/scalability are crucial for this role.
1. Interact with subject matter experts to produce, edit and revise multiple types of professional documentation (conceptual, task, troubleshooting, reference). Deliver clear, correct, and well-structured writing.
a)Produce documents that can be understood by both technical teams and end users. Serve as the designated contact for suggestions and updates to these documents. (pipeline for feedback)
2. Obtain information by interviewing and collaborating with project managers, support technicians, and other tech writers within the organization.
3. Organize existing documentation, identify deficiencies and prioritize solutions. .
-Bachelor's degree in technical writing, communications, information technology (or related field)
-1-3 years of writing experience with a technical focus.
-Exceptional writing and editorial skills.
-High standards of quality and attention to detail.
-Excellent people and communication skills.
-Proven track record of researching and writing effective documentation for systems administrators, support technicians, and end users.
-Experience planning, researching, writing, and editing documents that need to be produced as well as defining the overall structure of the documentation set.
-Independent worker capable of managing multiple projects within tight deadlines in a constantly changing environment.
Additional preferred qualifications:
-Strong HTML and CSS skills. - create and manage site(s) pages; be able to identify problems
-Website development/design experience.
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