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Your role will include:
● Write, edit, and proofread high-quality content for our Help Center articles according to our process and set writing style guidelines.
● Develop and maintain an expert-level working knowledge of the Brandwatch product suite, understanding the purpose, use cases, key functionalities and benefits of each module to our customers.
● Learn complex technical concepts and communicate the information in a way that is concise, engaging and easily understood by all levels of users.
● Proactively identify and share new ideas for written content and improvement opportunities, including cross-referencing other educational materials, such as Academy courses or Community posts.
● Collaborate and build good working relationships with subject matter experts - such as support agents, product managers, product marketing, and engineers - to produce and maintain accuracy of content in conjunction with new product releases.
● Go beyond articles, supporting the creation of other educational techniques when applicable.
● Write for a variety of audiences, from non-technical end users to programmers, system administrators, integrators, search engines and AI chat bots.
● Integrate visuals, media, use case and functional data and examples into user documentation.
● Develop a comprehensive understanding of our chosen help centre software and awareness of our other customer education software platforms.
● Recognize how AI enhances efficiency, content quality and effectiveness, and engage in learning about and recommending AI advancements relevant to the role.
What we’re looking for:
● 2+ years of experience in writing technical content in English (US) language, in the software or technology industry.
● Experience writing detailed technical documentation and developing learning content to make complex software solutions easily understandable and accessible, shown through a portfolio of existing work and by undertaking a set task prior to interview.
● Familiarity with API documentation, cloud-based software, and SaaS platforms.
● Well organized and able to work with a constantly evolving product suite.
● Outstanding high-level of English (US) written and verbal communication skills, preferably with a university degree or qualification in English, Technical Writing, Computer Science, or a related field.
● Strong attention to detail and ability to meet deadlines.
● Comfortable interacting and collaborating successfully with team members, internal stakeholders, and audiences of all business levels.
● Ability to work independently in a remote environment, while collaborating effectively with global teams.
● Ability to write clearly and succinctly, and in a way that our customers will find relatable and easy to follow.
● Can remain calm in a challenging and continually changing environment.
