Technical Writer

The Position

CallRail is looking for a Technical Writer to join our Customer Experience team. We are looking for a writer with experience crafting customer-facing documentation for SaaS products, ideally within the B2B space. As our Technical Writer, you will be instrumental in writing and editing articles that directly help our customers use and troubleshoot our products, as well as publishing content for processes and documentation to aid our internal support team when working with customers.

To excel in this role, you will need to be a confident self-starter with excellent writing and editing skills, who collaborates well with many stakeholders.

What You'll Do

• Define and deliver customer-facing support documentation by working with product managers and necessary leadership
• Ensure that the CallRail support voice is consistent and clear
• Evaluate current content and develop innovative approaches for improvement
• Create and apply document formats and templates, and ensure existing documentation is consistent with those formats
• Obtain a deep understanding of products and services to translate complex product information into simple, polished, and engaging content
• Work cross functionally with Training Team, Support Leadership, and Product teams to successfully roll-out new content to knowledge bases
• Monitor and analyze support site patterns to identify trends; utilize data to meet the needs of current and potential end-users and update/archive existing content as needed
• Create content from internal and external sources and maintain in a straightforward, easy to follow manner that assists both intern users as well as external users of our CallRail products.
• Feel the audience and write content for both technical and non-technical users; communicate complex information clearly, without jargon or colloquialisms

What You'll Need

• Bachelor's degree or equivalent experience
• 2-4 years of technical writing experience
• Working knowledge of HTML
• Excellent writing skills that are tailorable to fit the company voice
• Experience explaining technical concepts in an easy, understandable manner
• A proven record of cross-team collaboration (product, customer support, marketing)

Preferred Qualifications

• Experience with Zendesk and Salesforce Knowledge Base tools
• Familiarity with Google Analytics
• Experience with gathering feedback to identify content deficiencies
• Comfort with identifying product pain points and creating content to address them
• Experience handling multiple large, concurrent projects
• Previous experience writing documentation and procedural materials for multiple audiences
• Experience with improving knowledge base search-ability (SEO) to ensure users can find answers quickly and efficiently
• Able to set goals and identify KPIs related to knowledge base performance, and regularly report to leadership on results

If you do not meet all the requirements listed, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that aligns with your skills and experience.

Additional Perks

• Healthcare (one option covered at 100% for employees), Dental & Vision Coverage
• Competitive HSA with company matching
• Paid parental leave
• Flexible vacation policy
• 401K options with company dollar-for-dollar match
• Employee stock options available from day one
• $2,000 annual educational allowance
• Catered lunch every Tuesday * an in-office perk
• MARTA transportation or office parking expenses covered
• Employee charitable donation company match, up to $500 annually
• Regular company outings and events
• Remote work from home options with $500 office stipend to set up your home office
• Designated bike storage

Learn more: https://www.callrail.com/about/

You Are Welcome Here

CallRail understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company's core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, and persons of all sexual orientations and gender identities and expressions. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).