Technical Writer

Department:
Operations

Location:
Cape Town

Description
The Technical Writer role is responsible for the creation, maintenance, and validation of the knowledge base articles within the global Zendesk instance. This means ensuring that information remains accurate, up-to-date, and easily accessible to our customers and support staff. The Technical Writer takes a user-centric approach that will enhance the customer and agent experience, and support efficiency by managing the flow of knowledge, leveraging Zendesk tools to streamline support processes, and facilitating continuous improvement through data-driven insights. This role works closely with Operations, Product, Product Marketing, Onboarding, and Sales. The Technical Writer also acts as a protector of the Dye & Durham brand and contributes towards customer satisfaction.

Key Responsibilities

• Write, review, and publish new content on our Knowledge Base across our full product range, ensuring that content is verified and tested with product SMEs
• Review articles to ensure accuracy, relevance, and clarity. Check links and screenshots, and improve articles based on customer and agent feedback
• Collaborate with Product, Product Marketing, and subject matter experts to gather and verify information – including areas that require new articles, or improvements to existing articles
• Regularly review and audit content for accuracy, completeness, and compliance with company standards
• Maintain a consistent tone and style (the Dye & Durham brand) across all documentation
• Monitor and analyse feedback to identify areas for improvement by empowering agents to flag internal knowledge base content that is out-of-date, inaccurate, or missing
• Train support agents on how to effectively use and contribute to the knowledge base
• Provide guidance to agents on best practices for knowledge management
• Facilitate regular knowledge-sharing sessions and feedback loops
• Help curate training materials for new starters
• Work with Knowledge Manager to configure, customise, and optimise knowledge management processes
• Focus on improving the customer journey by providing self-service options through a well-maintained knowledge base

Skills, Knowledge & Expertise

• Proven experience in writing, editing, and reviewing technical or instructional content
• Ability to translate complex information into clear, concise, and user-friendly documentation
• Strong communication skills, and experience in working cross-functionally within support and product teams
• Experience within the legal, technology, or property industry desirable but not a requirement
• Strong understanding of knowledge management principles, including content creation, curation, and lifecycle management
• Experience with Zendesk, including content management, analytics, customisation, macros, triggers, automations and workflows

Other Contextual Information/Special Features:

• Promotes a positive working relationship within their team and the wider organisation
• Actively contributes to the promotion of equal opportunity and non-discrimination in the workplace
• Actively identifies personal training and development needs, and proactively contributes to maintaining up to date knowledge, skills, and abilities
• Demonstrated commitment to the Organisation Vision, Mission, and Values
• Displays a commitment to personal safety and that of their colleagues, to ensure a safe and healthy work environment, through the identification, removal and reduction of workplace hazards and risks
• Abide by and comply with all company procedures and policies at all times
• Has the right to work in the relevant country
• Willingness to travel overseas for training and workshops as and when required by the business
• Strong organisation and prioritisation skills.

Job Benefits
At Dye & Durham we strive to be visionaries As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

Do you share our DNA?

• We ask how tomorrow can be better than today
• We are passionate about solving our customer's challenges
• Our ideas break boundaries
• We value different perspectives and encourage dialogue
• We take ownership and celebrate together