Technical Writer

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 ourCareers Privacy Policy.

Salary & Compensation

At Hootsuite, we design our compensation packages based on internal equity and external competitiveness. Every role at Hootsuite is analyzed, evaluated and mapped to a salary range. As a general guideline, the salary for new hires and promoted employees is determined based on an individual's skills & capabilities required for the role and their ability to contribute as per the expectations outlined in the job description.

Our salary structures are built on trends projected and published by independent and trusted survey companies. Hootsuite analyzes market data and adjusts salary structures, if required, on an annual basis. Salary ranges reflect what we expect to pay for this position at the time of posting. Our total compensation packages summarize our current offerings and are subject to change without notice.

Hootsuite is committed to fair and equitable compensation for every employee. Through an annual Pay Equity Analysis, Hootsuite ensures that all employees are paid fair and equitably.

Canadian Benefits

Hootsuite offers comprehensive benefits to support the health and wellbeing of our owls and their families. The benefits cover health insurance including medical, dental, vision, life / disability insurances, an Employee and Family Assistance Program and more! Hootsuite provides a group RRSP plan with a company match of up to 4% of base salary. Benefits are available to permanent employees who meet minimum hours requirements without a waiting period. THIS resource will provide additional information.

USBenefits

Hootsuite offers comprehensive benefits to support the health and wellbeing of our owls and their families. The benefits cover health insurance including medical, dental, vision, and life / disability insurances. Hootsuite also offers a 401k Plan with a company match (up to 4% of base salary), an Employee and Family Assistance Program and more! Benefits are available to employees who meet minimum hours requirements without a waiting period. THIS resource will provide additional information.

Global Parental Leave

All permanent employees, including birthing, non-birthing and adoptive parents, who have been employed by Hootsuite for a minimum of 12 months are eligible for 26 weeks of full and partially paid leave in accordance with local government regulations.

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