Full-Time Technical Writer

The Technical Writer is responsible for producing Training Documentation (both Customer facing and internal), Scripts for R365 Academy Training Videos, and other training related materials/deliverables (Tooltips, Guides, In-app Notifications etc.).  Responsibilities over/involving the forthcoming R365 Customer Community (User Forum). 

How you'll add value: 

R365 Support Center: update and maintain existing documentation; work with Product Managers, Support Team, and Implementation Team to produce documentation for new Modules and Features; track and analyze Support Center usage analytics and article views and provide regular analytics reports

R365 Customer Community: moderate the Customer Forum and produce Forum Posts and regular Partner spotlights; assist Marketing Team by producing blog content to be featured in Marketing communications and the R365 Community 

R365 Support Team: Gain a ‘pulse of the Customer’s needs’ by working with our world-class Support Team on a regular basis; provide proactive (and when necessary, reactive) updates to documentation and produce content for customer communications 

R365 Academy: Create, Update and Maintain R365 Academy training content using technical writing skills, writing HTML, Photo editing (Photoshop), and content management systems (WordPress, AWS, Freshdesk) 

Plan, develop, organize, write, and edit operational procedures 

Regularly meet with, and work with different business units to produce documentation and training materials 

Ability to capture, craft, edit, modify, and publish images / gifs to support written documentation 

Analyze existing documentation to maintain continuity of style and content 

Manage updates and revisions to documentation in a timely manner 

Other duties as assigned 

Occasional travel may be required 

What you'll need to be successful in this role: 

Proven experience working in a technical writing position 

Excellent written and verbal communication skills 

Proficiencies in Microsoft Office Suite, Freshdesk Solutions, WordPress and Community Forum software solutions 

Strong attention to detail with ability to write in explanatory and procedural styles for multiple audiences 

Experience working with and/or writing HTML & CSS 

Ability to work on your own or with a team to reach established goals and metrics 

Experience with Adobe Photoshop or similar image/photo editing software 

Experience in Technology, Accounting or Restaurants 

Video Editing Experience is a plus 

Bi-lingual English and Spanish is a plus 

A genuine desire to help team members and customers with an attitude of positivity and helpfulness