Junior Technical Writer

6 days ago

Cape Town, South Africa Impact.com Full time

**The Company**:
**Why this role is exciting**

As part of our Product Operations team,** Junior**Technical Writers**assist in delivering high quality product documentation for our industry-leading partnership management platform. This role will support the entire organization by contributing to a comprehensive knowledge base for our fast-growing Partnership Automation SaaS tool used by brands and enterprises across the globe.

**What you will be doing**:

- Work directly with the Product Enablement team to gather an in-depth understanding of the technical and business aspects of our products and their various use cases.
- Audit existing content for out-of-date, inaccurate, or otherwise unnecessary documentation that may confuse customers or diminish their experience.
- Interview Subject Matter Experts (SMEs) and translate their knowledge into engaging, human-friendly help content for a wide audience.
- Proactively develop high-quality product help content across mediums—written, visual, graphic—including tutorials, how-to guides, explanations, and technical reference documents.
- Use customer feedback and Help Center metrics to focus content development efforts.
- Collaborate closely with our Customer Success team to develop thoughtful, pre-written copy for ticket response and a live chatbot that directs customers to the help they need.
- Increase use of the help content portal and minimize the need for human response.
- Strategize with the Product Operations team to ensure the quality, search-ability, and accuracy of help content across multiple delivery points.
- Please provide writing samples upon submitting resume.

**Does this sound like you?**
- Strong, confident writing skills with a portfolio of examples you can share with us
- Ability to work collaboratively with other writers, team members, and contributors; works well independently to meet expectations and deadlines.
- Interested in learning new concepts, terminology, and complex technical topics at a fast-paced SaaS company.
- Knowledge of affiliate marketing and web languages (HTML, CSS, JavaScript, etc.) is a plus

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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