Customer Experience Technical Writer (Philippines-based)

First Advantage; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a dynamic Technical Writer to join their team. This role involves creating and maintaining vital documentation tailored for both technical and non-technical audiences. You will work closely with cross-functional teams, utilizing your Salesforce expertise to design and manage Experience Cloud Sites. Your ability to translate complex information into clear, accessible content will be key. This position offers the chance to contribute significantly to knowledge management practices in a fast-paced environment, ensuring clarity and usability in all communications. If you're passionate about writing and technology, this opportunity is perfect for you.

Qualifications

• 2+ years of technical writing experience with a strong portfolio.
• Proficiency in Salesforce and basic HTML/CSS coding.

Responsibilities

• Create and maintain documentation for diverse audiences.
• Collaborate with teams to gather product requirements.
• Manage Salesforce Knowledge instance and enhance user experience.

Skills

Technical Writing

Salesforce Proficiency

Communication Skills

Attention to Detail

Adaptability

Self-Motivation

Education

High School Diploma

Degree in English, Communications, or Technical Writing

Tools

Salesforce Experience Cloud

HTML

CSS

Microsoft Office Suite

Adobe Acrobat Reader

Job description

Customer Experience Technical Writer (Philippines-based)

As a Technical Writer, you will be responsible for creating and maintaining a variety of documentation, including Standard Operating Procedures, training materials, and user manuals, ensuring that all content is tailored to meet the needs of both technical and non-technical audiences. You will collaborate closely with cross-functional teams to gather product and documentation requirements, while also taking ownership of projects from start to finish. Your expertise in Salesforce will be crucial as you design and manage Salesforce Experience Cloud Sites and maintain a Salesforce Knowledge instance, ensuring high-quality knowledge management practices. Additionally, you will review and edit content produced by team members, striving for clarity and accessibility in all technical communications.

Responsibilities

• Create and develop comprehensive documentation including Standard Operating Procedures, instruction manuals, training materials, policies, and work instructions tailored to the needs of diverse audiences, ensuring clarity and accessibility for both candidates and customers.
• Collaborate with cross-functional teams to gather and define product and documentation requirements for both existing and new First Advantage products, services, and implementations, ensuring alignment with organizational goals.
• Design and implement Salesforce Experience Cloud Sites using Salesforce Site Builder, while writing and maintaining basic HTML and CSS code to enhance user experience and functionality.
• Manage and maintain a Salesforce Knowledge instance across the First Advantage organization, ensuring high service levels, quality of the knowledge base, and effective audience administration for all knowledge management activities.
• Translate complex technical information into clear, concise language that is easily understood by non-technical audiences, facilitating better comprehension and usability.
• Review, proofread, and edit content produced by team members, ensuring accuracy, consistency, and adherence to established standards before publication.

REQUIRED SKILLS AND QUALIFICATIONS

• Technical Writing Experience: Proven experience in technical writing, specifically in creating service, product, and client-facing documentation, with a strong portfolio demonstrating your ability to convey complex information clearly.
• Global Perspective: Experience working in a global or international service environment, with the ability to adapt content for diverse audiences across different cultures and regions.
• Self-Motivation: Demonstrated ability to take initiative, assume ownership of projects, and work independently with minimal supervision while managing multiple priorities effectively.
• Salesforce Proficiency: Working knowledge of Salesforce, including experience with Salesforce Experience Cloud and the ability to design and maintain sites using Salesforce Site Builder.
• Technical Skills: Familiarity with basic HTML and CSS coding, as well as proficiency in Microsoft Office Suite and Adobe Acrobat Reader for document creation and editing.
• Attention to Detail: Strong proofreading and editing skills, with a keen eye for detail to ensure accuracy and consistency in all documentation.
• Communication Skills: Excellent verbal and written communication skills, with the ability to translate technical jargon into user-friendly language for non-technical audiences.
• Adaptability: Ability to thrive in a fast-paced environment, demonstrating flexibility in adjusting to changing priorities and demands while maintaining high-quality standards.
• Lifelong Learner: A commitment to continuous learning and professional development, with a genuine interest in the Human Capital sector and the intersection of people, processes, and technology.
• Minimum of a High School Diploma; a degree in English, Communications, Technical Writing, or a related field.
• 2+ years of experience in technical writing, particularly in a service-oriented or technology-driven environment, with a strong portfolio showcasing relevant documentation.
• Experience in a global or international service setting, demonstrating the ability to adapt content for diverse audiences and cultural contexts.
• Proven track record of managing projects from inception to completion, with the ability to work independently and collaboratively within cross-functional teams.
• Familiarity with Salesforce and experience in designing and maintaining Salesforce Experience Cloud Sites, as well as managing a Salesforce Knowledge instance.
• Demonstrated proficiency in HTML and CSS, with the ability to apply these skills in documentation and site design.
• Strong background in creating user-friendly documentation that effectively communicates technical information to non-technical audiences.

For remote or hybrid positions, you need to have a dedicated workspace that is free from distractions and ensures privacy. Working at home requires internet speeds that can support the Company systems; a minimum download speed of 120mps and 10mbp upload is required. Computers should be hard wired to a router (We provide equipment). All remote employees should be on camera for all training sessions, including new hire orientation and meetings with leaders and clients. Work schedule is 8 PM – 5 AM PHT (night shift).

United States Equal Opportunity Employment: First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Marketing, Public Relations, and Writing/Editing
• Information Services