In-Demand IT Careers

Technical Writer

Greater Pittsburgh Area, PA 15222

Posted: 11/08/2018 Job Number: 3116

In this role you will play a central part in providing support to customers, maintaining high levels of customer satisfaction and quick resolution of customer issues.  To be successful in this role, you will be skilled in analyzing and clearly documenting technical workflows, diagnostics and scenarios to be used by users with varying technical expertise. Ideally, you have a technical background and a demonstrated ability to deliver high-quality documentation, communicate effectively, meet deadlines and drive continuous improvement.

 

RESPONSIBILITIES

  • Produce high-quality documentation for the expected behavior of the platform on user support site for users of various technical capability

  • Collaborate effectively with the Customer Support and other teams within the company to help meet the needs of customers

  • Design, organize and manage complex documentation sets to maximize discoverability for users to resolve their questions or issues including troubleshooting  

  • Supplement written documentation with relevant screen captures, instructional videos or other user support materials

  • Review, proofread and edit documentation created by others with an emphasis on coaching others to improve their technical writing skills

  • Familiarity with content management systems including Salesforce as well as wikis, blogs, GitHub, etc.

  • Ability to excel in a fast-paced environment, embrace change, and show good judgment to make life easier for end users

  • Track record of professional and effective verbal and written communication skills – multilingual capabilities are a plus

 

REQUIREMENTS

  • Bachelor Degree or equivalent experience expected

  • 3+ years of relevant experience, such as technical writing, product documentation, or online publishing including experience writing technical, customer-facing materials

  • Demonstrated knowledge of Windows/Mac OS/browser and hardware troubleshooting

  • Experience with cloud-based platforms in one or more of the following: online video capture, learning management systems, video content management systems, or similar web or video application tools

  • Knowledge of localization, globalization and authoring standards a plus

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