Senior Technical Writer, GenAI

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Requirements:

• 5+ years of experience in technical writing and content management in a software environment with experience in conversational design principles and practices; payment experience is an asset.
• Experience creating customer help and support content (FAQs, point-of-need help, hover help, guided support, etc.). Experience writing clear documentation and procedural materials.
• Experience developing and managing a content taxonomy.
• Experience with the unique requirements of B2B and B2C content approaches.
• Experience working within collaborative, cross-functional product teams performing audience and task analysis to identify and create content for new product and service offerings.
• Adept at creating content that is both human-readable and machine-consumable, enabling efficient knowledge sharing and retrieval across various platforms.
• Creative use of visual help (images, workflows, expandable sections of content, video content).Ability to report on outcomes for the content domain, including what data is important, how to visualize the data, and how to tell the story using the content data.
• Proven experience prioritizing work and managing stakeholder expectations.
• Experience using Salesforce Knowledge is an asset.

Responsibilities:

• Designing, writing, and publishing online self-service and support content for our customers (FAQs, How-To Articles or Videos, point-of-need snippets, hover-help, etc.)
• Creating, updating, and maintaining employee-specific content to detail policies or procedures that enable customer success.
• Develop and maintain a library of responses for common inquiries, ensuring efficiency and consistency in customer interactions.
• Designing, writing, and publishing procedural and how-to manuals for enterprise merchants using our solutions.
• Backup writer for conversational AI platform to create and refine conversational flows for the Gen AI platform, ensuring seamless and personalized customer interactions. Leverages AI to drive efficiency in content writing as needed.