Technical Writer
Shoebox
- Ottawa, ON
- Permanent
- Temps-plein
This is an opportunity to make a real impact on the world by furthering our mission to expand hearing healthcare around the globe with our innovative mobile and web-based medical solutions, and to work with an amazing (seriously, amazing) group of brilliant and passionate people.Your primary responsibilities:
- Content Development: Understand high level technical concepts in order to craft, edit, and update Instructions for Use (IFUs), guides, troubleshooting and other online knowledge articles, as well as other types of technical documentation to support product launches and updates. Produce screenshots, flowcharts, and other graphics as needed.
- Research: Research and gather relevant technical data from developers, product managers, support specialists, account managers, UX designers, and internal documents to understand products and requirements. Build solutions based on use cases, user stories, feature requirement documents, specifications, technical design documents, and hands-on use of the application.
- Collaboration: Work closely with technical and non-technical teams to gather information, verify content accuracy, and ensure our documents meet user needs and company standards.
- User Focus: Tailor documentation for various user personas, ensuring clarity, accessibility, and effectiveness in addressing user questions and challenges. Continually improve support solutions based on customer feedback.
- Quality Assurance: Review and revise documentation based on feedback from various sources to maintain our high standards of quality and consistency. Ensure documentation is properly maintained, categorized, and meets regulatory labelling requirements.
- Tools and Technologies: Utilize the latest documentation tools and technologies to enhance the delivery and accessibility of content, keeping abreast of trends in technical writing and content presentation.
- Attend and conform to end-user security awareness training.
- Conform to organizational information security policies.
- Conform to Non-disclosure agreements, regulatory, or contractual requirements.
- Post-secondary degree in English, Communications, Technical Writing, or a technical field.
- 2-3+ years experience as an Information Developer or Technical Writer in software, technology, or a related field, preferably with a minimum of 1 year experience with freelance work.
- 1-2 years experience producing technical content for sophisticated software solutions. Demonstrated ability to describe complex and technical topics clearly and accurately. Comfortable with technical and medical concepts, and able to learn new technologies quickly. Proven technical editing skills are essential, including the ability to edit documentation for accuracy, brevity, and clarity.
- Experience in the healthcare, biotechnology, or medical software industry, or another similarly regulated industry.
- Strong communication, interpersonal, interviewing, presentation, and teamwork skills are crucial for effective collaboration with colleagues.
- Fluency in written and spoken English; bilingualism/multilingualism in other global languages would be considered a strong asset. Exceptional writing, editing, and proofreading skills, including a focus on grammar.
- Proven experience in producing and publishing web-based content for public access.
- Excellent time management and prioritization skills. Willingness and ability to manage a varied workload, prioritizing tasks to meet deadlines and sprint requirements. This includes maintaining high standards of quality and consistency in documentation while adapting to new challenges and changes in product development.
- Self-starter who takes initiative in advocating for the user and building the best support and training experience possible. Ability to tailor content for various user personas, ensuring it is accessible, effective, and efficient.
- Eager to learn and contribute.
- Legally eligible to work in Canada.
- Experience working within a Quality Management System (QMS).
- Experience working with MadCap Flare, MadCap Central, or similar content authoring tools.
- Experience working in SaaS software and/or healthcare technology.
- Knowledge of audiology or hearing health.
- Bilingual/Multilingual beyond English, ideally with Spanish, French, Portuguese, and/or German.
- Experience with single-sourcing methodologies.
- Experience working in an Agile development environment.
- Experience planning and building a variety of customer support and training solutions, beyond written documentation.
- Graphic Design or Illustration knowledge.
- Knowledgeable and skilled in the creation of wikis, video training, webinars, in-product support, user manuals, etc.
- Hybrid work environment.
- Competitive compensation and benefits, including Employee and Family Assistance Program (EFAP).
- Employee Discount Program.
- Learning and Development Program.
- Flexible hours.
- Discretionary wellness benefit.
- SHOEBOX will provide you with a MacBook Air with a 4K monitor.