Candidate: An ideal candidate has the following:
2+ years of experience in a Technical Writer role
A strong desire to grow in technical knowledge and written skills
Exceptional written English skills and work ethic
A strong intellectual curiosity with experience writing knowledge base articles
Bachelors or Associates degree in technical writing, English, communications, computer science, literature (a degree in a related field or writing/communication certifications is also acceptable)
The ability to understand and clearly communicate complex technical processes to a wide range of employees in both verbal and written form
The skill to eectively present information with visual elements (e.g. charts, annotated screenshots, infographics) following written and visual style guides
Motivation to work independently and with a global team
An acute attention to detail to review and maintain documentation standards
A creative approach in a fast-paced environment
The ability to travel to the United States (US) regional oces as needed
Experience documenting and troubleshooting some or all of the following systems: macOS, Windows, Zendesk, Snagit, VoIP, Confluence, Jira, Google Workspace, Zoom, Slack, Okta, Jamf, Meraki
Even better (but not required) is experience in the following areas:
Creating video tutorials (e.g. Final Cut Pro/iMovie/mmhmm)
Linux use and documentation
Project management Position Expectations:
Create, migrate, and update internal documentation in Zendesk Guide to a consistent standard as defined in an internal documentation style guide
Develop clear and precise documentation which is easily discoverable and accessible to specific target audiences
Publish documentation for any new system, product, or feature that IT deploys across the organization
Capture and present visual elements as defined in a branding/visual style guide to more eectively translate information (e.g. charts, annotated screenshots, infographics, animated GIFs)
Provide a strong technical voice in self-service resources for employees
Ensure content quality and consistency through performance analysis
Utilize ticket and article metrics to identify gaps and/or processes which need improvement
Customer Service - an unparalleled customer experience is key, combining uplifting interactions with technical documentation and easy-to-follow guides
Communication - successfully communicate team challenges and support solutions, while having the ability to communicate complex technical issues simply and convincingly to a wide range of audiences
Research - collect and analyze feedback from both our internal employees as well as our systems to better understand pain points and how to leverage documentation to solve those problems