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Job Description:

iGovServices, the fastest-growing revenue collection software for local governments, is seeking a Junior Technical Writer who will be responsible for the development of and ensuring the consistency of technical documents to support all aspects of the business. Because technical writing is versatile in nature and demand, your interaction will be across many departments, including marketing, implementation, and support. You will also assist with responding and developing Request for Proposal Responses, preparing instruction manuals and how-to guides, and standardizing support ticket responses and other documents that represent complex and technical information more easily to the reader.

Our Junior Technical Writer has or is working towards a bachelor’s degree in business, technology, or a related field. They will work closely with other departments and support them through various deliverables. 

The documents you will prepare will be shared with the support team to improve the end-user experience through faster responses, a self-service portal, a knowledgebase, and various other channels. 

Objectives of this Role:

• Work with developers to produce quality documentation and training materials.
• Develop documentation to support new implementations
• Develop documentation to support existing customers and helpdesk
• Develop product guides 
• Develop version update documentation & release notes and how-to documents
• Implement canned responses in the helpdesk solution 
• Evaluate support tickets and determine new articles that need to be created to address the most asked questions and scenarios.  
• Develop content that is consistent with company branding and style guidelines.
• Revise documents according to internal specifications and client feedback.
• Develop, Maintain, and Update spreadsheet daily on the status of workflow products.
• The Writer will develop outlines and drafts for review and approval by technical specialists and project management.

Daily & Monthly Responsibilities:

• Work with internal teams to obtain an in-depth understanding of the product and the documentation requirements
• Produce high-quality documentation that meets applicable standards and is appropriate for its intended audience
• Write easy-to-understand user interface text, online help, and developer guides
• Create tutorials to help end-users use a variety of applications
• Analyze existing and potential content, focusing on reuse and single-sourcing opportunities
• Create and maintain the information architecture

Weekly/Monthly Reporting:

• Weekly reporting against task list and project tracking 
• Weekly reporting on articles added to Knowledgebase 
• Weekly reporting on new support tickets and knowledgebase article development list 

Skills & Qualifications:

• Ability to deliver high-quality documentation paying attention to detail
• Ability to quickly grasp complex technical concepts and make them easily understandable in text and pictures
• Excellent written skills in English
• Must have exceptional attention to detail and a methodic approach to step-by-step details not taking anything for granted.
• Quick learner who pays careful attention to detail.
• Must bring energy and enthusiasm
• Must bring an open mind and the thirst for knowledge and growth
• Must be flexible as schedules and priorities change 
• Must have strong written and verbal communication skills

Preferred Qualifications:

• 1-3 years of experience in writing, journalism, English, or related business fields
• Experience working with brand image and promoting value through customer experience
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• Ability to establish milestones and keep all team members on task
• Experience managing multiple projects
• Deep understanding of customers’ concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed