Customer Experience Specialist (Technical Writing)

Best Practice Software; City of Brisbane; On-site; AUD 70,000 - 110,000; Full time

Benefits offered by this job

B-Perks Program

Job summary

Best Practice Software in Bundaberg or Brisbane, Queensland is seeking a Customer Experience Specialist (Technical Writing) to turn complex product and clinical information into clear, user-friendly knowledge content for internal teams. You will curate and publish knowledge base articles, run audits, and work with Support, Training and Product leaders to ensure accuracy and consistency.

The role focuses on documenting resolutions, maintaining approved responses, and contributing to onboarding

Qualifications

• Strong technical writing skills with the ability to structure information logically and write with clarity, brevity and consistency for a non-technical reader.
• Sharp eye for detail and high standard for accuracy, grammar and adherence to style and content standards.
• Curiosity and confidence to interrogate subject matter experts until content is correct.

Responsibilities

• Write, edit and publish internal knowledge base articles to a defined standard, turning complex product and technical information into clear, accurate content for internal teams.
• Review knowledge base daily and run audits to keep content current, archiving or rewriting obsolete content.
• Partner with Support, Training, Account Management, Partnership or Product Leaders to translate resolutions into reusable documentation and validate content before publication.
• Maintain and improve the register of approved responses and tips to keep answers consistent across the team.
• Contribute to onboarding and product training content and track impact on handle times, FCR and CSAT.
• Collaborate with QA and Data Analytics to support quality monitoring and reporting as needed.

Skills

Technical writing

Content auditing

Stakeholder collaboration

Editing & proofreading

Job description

Customer Experience Specialist (Technical Writing)

At Best Practice Software, our vision is communities connected with care. We’re achieving this through our mission to build a culture people love, where:

• we value customers,
• we work together for success,
• we are accountable for our actions,
• we innovate for the future, and
• we celebrate diversity and inclusion.

If you share our vision and values, please consider this exciting career opportunity to join our growing team in Bundaberg or Brisbane, Queensland.

You’re unique, and we value that.

As a Customer Experience Specialist (Technical Writing), we’ll call on your unique talents, skills, expertise, and experience to:

• Write, edit and publish internal knowledge base articles to a defined standard, turning complex product and technical information into clear, accurate, plain-English content that internal teams can act on quickly;
• Review the knowledge base daily for new articles and modification requests, and run scheduled audits to keep content current, archiving or rewriting anything obsolete;
• Partner with Support, Training, Account Management, Partnership or Product Leaders to capture issue resolutions, translate them into reusable documentation, and validate proposed content for accuracy before publication;
• Maintain and improve the register of approved responses, scripting and user tips by question type, product and user group, so answers stay consistent across the team;
• Contribute to onboarding and product training content, and track the impact of knowledge content on handle times, First Contact Resolution and CSAT;
• Work alongside the Quality Assurance and Data Analytics functions, contributing to quality monitoring and reporting activity from time to time as business needs require.

We believe our ideal applicant will demonstrate the following attributes:

• Strong technical writing skills with the ability to structure information logically and write with clarity, brevity and consistency for a non-technical reader;
• A sharp eye for detail and a high standard for accuracy, grammar and adherence to style and content standards;
• Curiosity and confidence to interrogate subject matter experts, ask the second and third questions, and keep asking until the content is genuinely correct;
• Genuine interest in software and e-health technology, with the aptitude to become an expert user of BPS products;
• Strong self-organisation and time management, comfortable juggling scheduled reviews against reactive requests without letting either slip;
• A continuous improvement mindset to actively look for content gaps, duplication and inefficiencies;
• Collaborative and approachable, able to build trust across Support, Account Management and leadership and adapt communication style to the audience;
• Personal accountability, reliability and adaptability, with a demonstrated commitment to role modelling the BPS values.

What’s in it for you?

• Market-leading benefits that make us a proven local employer of choice.
• Flexible work arrangements that help you strike the right career balance.
• Exciting start to, or positive development of, your Health IT career, with brilliant internal growth opportunities.
• Belong as part of a dynamic and highly supportive team with a strong dedication to the mission.
• Enrich your experience by supporting our frontline healthcare heroes across Australasia.

Our team members enjoy exclusive access to our brilliant B-Perks Program, offering great rewards like birthday leave, an annual health and wellbeing bonus, and sponsored rewards to recognise outstanding contributions. You’ll also access our leadership development program and learning opportunities across our group of businesses and enjoy the freedom and flexibility to work as you work best. We offer purpose and impact, an inclusive culture, a connected workforce, transparent leadership, and growth and belonging.

For more information on this role, please contact Jordie Blomfield on 1300 40 1111 (in Australia) or 0800 40 1111 (in New Zealand).

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .