- Define and deliver customer-facing support documentation by working with product managers and necessary leadership
- Ensure that the CallRail support voice is consistent and clear
- Evaluate current content and develop innovative approaches for improvement
- Create and apply document formats and templates, and ensure existing documentation is consistent with those formats
- Obtain a deep understanding of products and services to translate complex product information into simple, polished, and engaging content
- Work cross functionally with Training Team, Support Leadership, and Product teams to successfully roll-out new content to knowledge bases
- Monitor and analyze support site patterns to identify trends; utilize data to meet the needs of current and potential end-users and update/archive existing content as needed
- Create content from internal and external sources and maintain in a straightforward, easy to follow manner that assists both intern users as well as external users of our CallRail products.
- Feel the audience and write content for both technical and non-technical users; communicate complex information clearly, without jargon or colloquialisms
What You’ll Need
- Bachelor’s degree or equivalent experience
- 2-4 years of technical writing experience
- Working knowledge of HTML
- Excellent writing skills that are tailorable to fit the company voice
- Experience explaining technical concepts in an easy, understandable manner
- A proven record of cross-team collaboration (product, customer support, marketing)