IT Technical Content Writer

Position Purpose

Our Helpdesk Organization is currently seeing opportunities for improvement on Internal Customer Communications by creating valuable support documents including:

  • Knowledge Articles
  • Internal Processes
  • User Manuals
  • Technical and Technology References
  • Policies and Procedures
  • Self Help Guides / Quick Fix References
  • Standard Operating Procedures (SOP)

To provide consistent level of support, save business time & money, educate and empower end users and able to extend support capabilities, these different support documents will need to be created, updated and managed consistently. And a dedicated resource who will be point on this will be required.

Requirements

Essential Functions and Responsibilities

  • To create, update and manage the support documents for Internal Customer Communications.
  • To work with different technical support teams to gain firm understanding on the subject item(s) being included for documentation
  • To design user-friendly content (for non – IT individuals)
  • Creating meaningful content that will be easily absorb and understand by the target audience
  • Ensure to maintain the style guide/format of these documents

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Minimum Job Requirements (Education, Experience, Skills)

  • Proven skills in technical writing on IT related topics or knowledge.
  • 2-5 years involved in the same role (writing user manuals, policies and procedures, knowledge articles, i.e.)
  • Good customer interaction skills.
  • Excellent analytical thinking.
  • Excellent communication skills (written and verbal).
  • Must be able to create and deliver effective, persuasive presentations on technical issues to different types of audiences
  • Must have excellent people skills - will be working with high level management team.
  • Basic understanding of Web development / Web Design experience is a plus.

Working Conditions and Environment

Incumbent works in a temperature controlled, office environment. Incumbent sits at a desk during regularly scheduled work hours; answers and makes telephone calls using a standard and cellular telephone; types on a standard keyboard; reads and comprehends information from a computer terminal and/or written resources. Incumbent is on call 24/7. may be required to work beyond normal business hours to meet internal and external customer requirements. Evening and weekend work may be required. Some overnight travel may be required.

Looking for a fun place where you can fit in, fuel your passions, help people, and take charge of your career? You’re in the right place. Join the Afni family and be part of our talented global team passionate about helping people and pursuing the life we dream about.  

Do Your Best Work and Grow Your Career

When you join Afni, we'll instantly make you part of our global family of friendly people focused on making really good customer experiences happen. If you're like us, you want to belong to something special, have meaningful work to do, and know how to achieve your career and life goals. 

Our award-winning training and development programs get you ready to work and grow. If you’re the kind of person who wants to build a career and learn new things, we’ll provide the path and the tools to get you there. You bring the motivation and commitment.

The Perks

Incentives + Bonus
Incentives + Bonus
Competitive Pay
Competitive Pay
Paid Time Off
Paid Time Off
Full-time Schedules
Full-time Schedules
Fun Events
Fun Events
Referral Bonus
Referral Bonus