*Applicants are required to submit a writing sample.*
Position purpose
As a member of CollegeSource, Inc., a successful Technical Writer plays a critical role in the happiness and retention of our growing client base. As a Technical Writer, you will create, edit, and organize product documentation and resources; work with various teams and individuals to keep knowledge bases and other platforms where product and business documents are stored up to date; and look for new opportunities to expand our training resources to customers to utilize the software fully, contributing to our growth and overall success.
Essential functions
Essential functions are the basic job duties that must be performed, with or without reasonable accommodation. In determining essential functions, consider the time needed to perform a particular duty and the consequences of failing to require an employee to perform a particular duty.
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- Document new products, features, and APIs
- Document standards, guidelines, and best practices for end-users
- Organize and structure large sets of documentation to make it easily discoverable
- Serve as a subject matter expert in the use of CollegeSource products
- Work with internal teams to obtain an in-depth understanding of the product and the documentation requirements
- Turn subject matter expert knowledge into content that is discoverable and measurable
- Consolidate documentation from multiple content sources into a unified, searchable repository
- Help establish a thriving documentation culture that becomes part of our planning, development, selling, marketing, and support processes
- Review help/support tickets, search results and analytics, and customer feedback to see if new articles need to be created
or existing ones need updating - Review chat questions from sales webinars and occasionally attend to hear audience live questions to listen for customer and prospective customer concerns
- Review surveys and customer feedback from training events and share insights with support teams
- Communicate and work with the product teams on developing new support content and updating existing content as new features and software versions are released
- Report and document bugs and user interface and experience issues encountered while documenting products, along with potential enhancements
- Create tutorials to help end-users use a variety of applications
- Analyze existing and potential content, focusing on reuse and single-sourcing opportunities
- Maintain content quality through curation and content performance analysis
- Solicit feedback from Sales, Marketing, and Customer Success about what questions customers and prospects are asking
- Manage and execute the documentation review cycle to ensure content is up-to-date, check for broken links, ensure formatting is consistent, and grammar/spelling is accurate
- Work with product and support teams to leverage technology/tools to get the right content to users at the optimal time
- Work with Marketing and product teams to craft content
that will alert users to new features, help onboard new
users, etc. - Work with Marketing and Sales to ensure any links used in external communications are working and/or update them when there have been changes
- Stay up to date on technology enhancements of platforms used for documentation, training, and support
- Report on documentation usage to internal stakeholders
- Create and maintain internal documentation as needed
- Perform other duties as assigned
Competencies/traits required to perform the job
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- Must be able to be seated, on the phone and work on a computer 90% of the time
- Strong verbal and written communication skills, organizational ability, attention to detail, and adaptability
- Proficiency in writing software or process documentation, 3+ years of experience preferred
- Adept at communicating concepts clearly and precisely
- Familiarity with HTML, CSS, iframes, and other basic web formatting scenarios
- Knowledge and experience working with business tools such as Microsoft Office (Outlook, Excel, Teams, PPT), Salesforce CRM, SharePoint, and other modern systems
- People-oriented, organized and personable
- Self-starter and able to work unsupervised
- Able to quickly iterate and improve, is a perpetual learner and teacher
Education/experience
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- Bachelor’s degree or equivalent experience required in English: Professional, Technical, Business, or Scientific Writing, or related major and/or experience
- 3+ years of professional writing
- Experience working directly in or with Higher Education institutions
- 5+ years of experience using CollegeSource products, particularly uAchieve, is preferred
Additional information
CollegeSource, Inc. is an Equal Opportunity Employer. We offer a competitive salary, flexible schedules, a casual work environment, 401(k), Medical, Dental, Vision, Life Insurance, Long Term and Short Term Disability, and an exciting culture with employees who love to work with Higher Education.
Applicants are required to submit a writing sample.
About CollegeSource, Inc.
CollegeSource, Inc. is a growing technology company that creates solutions for higher education with roots going back to 1971. More than 2,000 colleges and universities and millions of users worldwide utilize CollegeSource products for degree audit, degree planning, and transfer articulation.
We are a small, family-oriented company that strives to foster an environment of integrity, trust, confidence, and long-term relationships while also inspiring individual excellence and development.
We offer exceptional benefits and incentives that include:
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- Competitive salaries, 401(k), Medical, Dental, and Vision Insurance
- Company paid Life Insurance, Long-Term, and Short-Term Disability
- Flexible schedules to help employees balance work and life responsibilities
- A casual work environment that welcomes jeans and tennis shoes
- Developmental opportunities to expand your knowledge base
Contact information
Tiffany Wheelright
Director of HR
CollegeSource, Inc.
