Job Description
Technical Help Content Writer (US Remote)
Client Success Team Huntersville, North Carolina (Remote)
Welcome to Jackrabbit Technologies.
Jackrabbit Technologies is the leading provider of software and services that help youth activity centers — gymnastics, dance, cheer, swim, music, childcare, and others — grow and operate efficiently. We are an entrepreneurial-minded, rapidly-growing SaaS company that has been recognized as one of the Best Places to Work in North Carolina and one of North Carolina’s Top Industry-Driven Technology Companies. Jackrabbit Technologies’ SaaS solution powers over 7000 clients in 35 countries around the world.
Our culture empowers YOU.
We hire people passionate about what they do, provide them with the tools to succeed, and then get out of their way! Living our vision, mission, and values, our people are what make Jackrabbit Technologies an awesome place to work. And that awesome place is virtual–all of our employees enjoy the privilege of working remotely. We always have and always will. So, you must have reliable high-speed internet access. We are interested in speaking to qualified candidates who are US Citizens or Green Card holders with no special circumstances living in the US. We are not able to sponsor visas.
What you’ll do.
As a Technical Help Content Writer with Jackrabbit Technologies, you will translate product user stories and specifications to create high-quality help documentation that contributes to the overall success of our customers. You will create and edit help documentation via our help authoring tool, Knowledge Owl, as our products and services evolve to include new features and serve new markets. Our end users’ success in utilizing our products and services defines your success.
In addition, you will:
- Participate in the product sprint and release process to understand dynamic product changes.
- Create effective help documentation by reviewing technical product documentation and performing product research.
- Create easy-to-understand help documentation that conveys the value to the user by blending text with visuals such as images, tables, etc., in a user-friendly voice.
- Create content that adheres to established brand and content standard guidelines.
- Collaborate with product managers and subject matter experts to extract key content about target audiences, product features, use cases, and workflows.
- Publish, maintain, and disseminate help content and ensure publication of content closely aligns with product releases.
- Collaborate with teammates on content standards, priorities, and delivery options to end users.
- Manage and respond to knowledge base feedback from internal and external customers and update help content if applicable.
- Maintain and enhance knowledge base taxonomy using tags, search phrases, and metadata to improve user search.
- Stay up-to-date on enhancements to our help authoring tool and implement them to improve internal workflows or user experience.
- Analyze end-user behavior via the help authoring tool and Google Analytics to optimize the delivery of relevant help content.
- Train other employees on our help authoring tool when applicable.
What you’re about.
You are skilled at writing and editing adult help content that effectively increases the adoption of our products by converting technical product documentation and your product research into concise and easy-to-understand help content. You are tech-savvy, customer-focused, able to adapt to changing requirements and priorities, self-motivated, and well-organized with excellent attention to detail.
In addition, you have:
- 2-year degree or equivalent work experience
- 3+ years of technical writing experience
- Ability to write in explanatory and procedural styles for multiple audiences
- Typing speed of 40+ WPM
- Highly organized with strong attention to detail
- Childcare industry knowledge, a plus
- Experience with help authoring tools, Knowledge Owl preferred
- Experience editing HTML/CSS, a plus
- Experience with agile software project management software, Aha and Jira preferred
- Ability to travel up to 10%