Technical Writer

The Technical Writer is responsible for producing product documentation (both customer facing and internal) and other product training related materials/deliverables (tooltips, help menus, help text, etc.). How you'll add value: Create, update, and maintain existing documentation using technical writing skills, photo editing (SnagIt), writing HTML, and content management system (Doc360). Work with Product Managers to create and update documentation for product changes and new features. Work with Product Managers and Designers to review in-product terms and wording (labels, tooltips, help text, etc.). Create, update, and maintain FAQs, step-by-step guides, and troubleshooting articles to answer common customer support questions. Manage updates and revisions to documentation in a timely manner. Analyze existing documentation to maintain continuity of style and content. Regularly meet with and work with different business units to produce documentation, training materials, and customer communications. Maintain in-product help menus. Track and analyze article feedback, search analytics, and article view analytics to make article updates and provide regular analytics reports. Gain a “pulse of the customer’s needs” by working with our world class Support team and Implementation teams on a regular basis. Work with Instructional Designers and SMEs to review instructional video scripts. Plan, develop, organize, write, and edit operational procedures. Assist team members and customers with an attitude of positivity and helpfulness. Other duties as assigned. Occasional travel may be required.