Technical Writer

Job Description

Position Summary:
myCOI is looking for a Technical Writer who will be a member of the product management team. Reporting to the Chief Product Officer, the Technical Writer should bring their passion and best practices to our fast-growing, innovative B2B software company. This position engages users to drive feature activation and adoption using eye-level tone and creative content such as gifs, videos, or flowcharts.

What Makes this a Great Opportunity:
Represent a leading SaaS company with the most innovative technology in the industry and a 98% customer retention rate!

Professional growth & learning opportunities due to exceptional continued business growth and a culture that strongly supports your own personal growth.

Work for a 2022 Indy Star Top Workplaces winner and 2022 TechPoint #MiraAwards Exceptional Employer Award winner.

Great work-life balance, amazing company culture and comprehensive benefits (including 401k w/match, Pet Insurance & Paternity Coverage).

Day-To-Day Responsibilities:
Work closely with R&D project teams, client services teams, and other stakeholders to create and maintain high-quality documentation

Prepare, edit, and publish product documentation for product releases including user guides, release notes, knowledge base articles, and other resources

Ensure maintenance of release notes within one common repository for internal purposes

Understand the technical details of projects and identify audiences for content and anticipate the questions, problems, and needs that the content should address

Determine the most straightforward and most logical way to present complex information and instructions for the greatest reader comprehension

Meet document project milestones on time and advocate for documentation best practices

Engage and collaborate with customer feedback programs to address content gaps, respond to direct customer feedback, and promote continuous improvement of the documentation experience

Keep up to date on changes of our offerings, customer use cases, and support issues

Review and edit documentation created by peers for clarity, grammar, adherence to template, and conformity

Work with the product and design teams to conceptualize and design the image content such as video how-tos, gifs, flow charts that are required for the documentation

Manage relationships with functional teams to develop content that drives user engagement and decreases support tickets and addresses complex problems through content

Manage WalkMe projects for guides, walkthroughs and tagging to promote activation and adoption of existing and new features

Build WalkMe reports and provide insights to R&D and Design teams on feature activation and adoption

Required Knowledge & Skills:
2-4 year(s) of Enterprise-level technical writing experience

User-centric SaaS/software documentation experience

Fluent written and verbal communication skills in English

Experience with video content creation

Experience in writing clear and concise user documentation that is appropriate for the intended audience

Demonstrated working knowledge of training techniques and best practices for onboarding or adopting new technologies

Strong research and information gathering skills

Experience with with Agile development methodologies and fast delivery

Ability to read, write, and compile technical documents including feature descriptions, customer use cases, and release notes using industry best practices

Good planning, interpersonal, negotiation, and communication (verbal and written) skills

Ability to multi-task with multiple deadlines and/or milestone requirements

Strong attention to detail and commitment to quality, including proofreading, copy editing and maintaining design consistency

Energetic and able to work in a highly dynamic environment

March 6, 2023