Technical Writer

Overview

We’re looking for a Technical Writer to write, edit, and curate the content in our internal Customer Support knowledge base and external Help Center, as needed. Reporting to the Director, Customer Support Enablement, you’ll be working with the Customer Support and Product teams to assess content needs and ensure that users can easily access the information they need to provide the best customer experience and that customers can easily find the information they need.

What You’ll Do

• Develop and deliver Knowledge Base publishing training to Customer Support teams on an as needed basis.
• Leverage usage data to improve content so as to provide increasingly relevant and usable content.
• Support the development of modern and on-brand writing standards, processes and workflows for external Help Center and internal Knowledge Base content.
• Create new content based on incoming requests as well as proactive collaboration with Product and Customer Support.
• Work closely with our Customer Support Training Specialists, Enablement Strategist, and Technical Writers to ensure alignment across training materials and Help Center content.
• Collaborate with Product teams to build required internal and external content for product releases and updates as needed.
• Coordinate with Customer Support leadership to remove barriers to content usage and adoption.
• Perform other related duties as assigned.

What You’ll Need

Who You Are

This posting is for a current vacancy for which we are actively hiring.

Canada Pay Range For This Role

$59,200—$83,000 CAD

Use of AI in Hiring

Hootsuite uses artificial intelligence (AI) to support our recruitment process. These tools may assist with screening and assessing applicants and / or summarizing interview feedback. All final hiring decisions are made by human decision-makers who use their professional judgement to review and evaluate relevant candidate information in addition to AI outputs. For more information about how we use AI and your rights, please see our Careers Privacy Policy.

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