User Documentation Specialist

Our US Partner is a visionary technology leader focused on creating the future of omnichannel fulfillment. Through our unrivaled network of more than 2,000 connected 3PLs and a suite of integrated, cloud-native warehouse, order, and inventory management platforms.

We are seeking a detail-oriented and skilled Technical Writer to join our team. In this role, you will be responsible for creating clear, concise, and user-friendly documentation that communicates complex technical information to a variety of audiences

This is a full-time role, on a US shift and on a Work from home (WFH) set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

What You Will Do:

Research: Conduct interviews with subject matter experts to gain a deeper understanding of the topic being written about, ensuring accuracy and depth in content.

Deliverables: Create various project deliverables such as: 

Help articles, Pendo guides and alerts, RCA documentation, customer-facing emails, release notes, and support both internal and customer newsletter.

Communication: Effectively communicate in writing, anticipate needs and issues, and  ensure timely communication with team members and stakeholders to maintain smooth operations.

Teamwork: Collaborate with a diverse team, including product managers, marketing specialists, customer support representatives, engineers, and fellow technical writers, to provide accurate, clear, and comprehensive documentation. Actively contribute to the content teams goals and KPIs, and support colleagues in achieving shared OKRs.

Impact: Enhances product usability and customer satisfaction through effective documentation. Facilitate efficient knowledge transfer within the organization, reducing training time and support cases, and contribute to overall operational efficiency and success.

Leveling up Others: Offer suggestions for improvements to content team processes and rituals and take the reins to help implement them. Seek opportunities to help others.

Independence: Be self-sufficient and proactive to get things done. Able to unblock yourself to never be stalled or idle.

You Are/Have:

• Undergraduate degree in professional/technical writing, literature, journalism, creative writing or equivalent work experience in an agile environment
• 2-4 years' experience as a Technical Writer
• Excellent written, verbal, and interpersonal communication skills.
• Strong command of the English language.
• Familiarity with Associated Press (AP) Style Guidelines
• Experience creating task-oriented documentation using text and graphics
• Effective in a fast-paced environment with team members across different time zones and countries.
• Ability to collaborate across multiple disciplines with urgency and execution to deliver products and services.
• Commitment to continuous learning and growth, with a genuine curiosity and willingness to challenge yourself and others.
• Ownership of responsibilities, even in ambiguous situations.

Bonus Points:

• Interest or experience in sales channel integration, fulfillment, warehouse management
• and/or inventory management systems.
• Familiarity with Confluence, JIRA, Help Juice, Pendo, and Geckoboard, HubSpot
• Previously held a 3PL, UI/UX Design, Content/Knowledge Management, Quality,
• Instructional Design or Training role