Technical Writer
TextUs is the leading conversational messaging platform for mobile-first customer interactions. We improve business outcomes by allowing organizations to have amazing, message-based conversations with their prospects, customers, and employees across their entire journey with the organization.
OVERVIEW
As the sole Technical Writer at TextUs, you will be responsible for writing and optimizing clear and comprehensive customer-facing documentation for our knowledge base. This role will play a key part in driving product adoption and reducing support ticket volume by ensuring users easily understand and effectively use our platform.
CORE RESPONSIBILITIES
- Write clear and comprehensive technical documentation for the TextUs platform, including user guides, integration guides, and other support materials.
- Regularly work with product managers and product marketing to update the knowledge base and write release notes for new software features and enhancements.
- Collaborate with subject matter experts across the company to gain a deep understanding of our platform, features, and how our customers can best use them.
- Incorporate best practices and use cases into customer-facing documentation to increase product adoption and usage.
- Work with the Customer Experience and Account Management teams to ensure our existing knowledge base articles meet customer needs, answer common questions, and outline potential troubleshooting steps.
- Create custom chatbot answers and optimize knowledge base articles to help deflect and reduce support tickets.
- Collaborate with Product Designers by providing input for UI copy and tooltips as needed.
- Review and edit documentation to ensure accuracy, quality, and consistency with TextUs terminology and style guidelines.
WHO YOU ARE
- 3+ years of experience writing technical documentation for software applications
- Previous copywriting experience is a plus
- Experience with Intercom’s Help Center is a plus
- Familiarity with Shortcut or another engineering ticketing platform (e.g. Jira) strongly preferred
- Excellent written and verbal communication skills, with a keen eye for detail
- Able to grasp technical concepts quickly and translate them into clear and concise documentation
- Comfortable analyzing data to make content decisions
- Effectively collaborate cross-functionally and seek feedback to continuously improve their work
- Strong organization, problem-solving, and project management skills
- Portfolio / work samples of previous technical writing projects must be submitted with application to review
EMPLOYMENT DETAILS
- Job Type: Full Time
- Compensation: $65,000 - $80,000
- Location: Remote (US). Headquartered in Denver, CO
- Target Start Date: 2 weeks from offer date
- # hires for this role: 1
- Reporting to: Manager, Product Marketing
By submitting your resume for this role, you consent to communication via text and email
INTERVIEW PROCESS
- Phone Call w. Recruiter (45 mins via Phone)
- Topics: Culture, logistics
- Interview w. Hiring Manager (60 mins via Zoom Video)
- Topics: Culture, skills, role overview
- Assignment (Self-Paced)
- Topics: Write a short knowledge base article
- Rembrandt Assessment (Self-Paced)
- Topics: The Rembrandt assessment allows TextUs to assess how your personality fits within the role and the TextUs culture.
- Interview w. Cross Functional Team (60 mins via Zoom Video)
- Topics: Culture, collaboration, skills, role overview
- Q&A w. CEO (30 mins via Zoom Video)
- Topics: You will come prepared with questions about the role, team, product to ensure this role is the best fit for you.
TextUs does not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. We are committed to providing an inclusive and welcoming environment for all members of our staff, volunteers, subcontractors, vendors, and clients.