Customer Experience Technical Writer

As a Technical Writer, you will be responsible for creating and maintaining a variety of documentation, including Standard Operating Procedures, training materials, and user manuals, ensuring that all content is tailored to meet the needs of both technical and non-technical audiences. You will collaborate closely with cross-functional teams to gather product and documentation requirements, while also taking ownership of projects from start to finish. Your expertise in Salesforce will be crucial as you design and manage Salesforce Experience Cloud Sites and maintain a Salesforce Knowledge instance, ensuring high-quality knowledge management practices. Additionally, you will review and edit content produced by team members, striving for clarity and accessibility in all technical communications. Your ability to adapt to changing priorities and your innovative approach to improving processes will be key to your success in this role.

RESPONSIBILITIES

• Create and develop comprehensive documentation including Standard Operating Procedures, instruction manuals, training materials, policies, and work instructions tailored to the needs of diverse audiences, ensuring clarity and accessibility for both candidates and customers.
• Collaborate with cross-functional teams to gather and define product and documentation requirements for both existing and new First Advantage products, services, and implementations, ensuring alignment with organizational goals.
• Design and implement Salesforce Experience Cloud Sites using Salesforce Site Builder, while writing and maintaining basic HTML and CSS code to enhance user experience and functionality.
• Manage and maintain a Salesforce Knowledge instance across the First Advantage organization, ensuring high service levels, quality of the knowledge base, and effective audience administration for all knowledge management activities.
• Translate complex technical information into clear, concise language that is easily understood by non-technical audiences, facilitating better comprehension and usability.
• Review, proofread, and edit content produced by team members, ensuring accuracy, consistency, and adherence to established standards before publication.

REQUIRED SKILLS AND QUALIFICATIONS

• Technical Writing Experience: Proven experience in technical writing, specifically in creating service, product, and client-facing documentation, with a strong portfolio demonstrating your ability to convey complex information clearly.
• Global Perspective: Experience working in a global or international service environment, with the ability to adapt content for diverse audiences across different cultures and regions.
• Self-Motivation: Demonstrated ability to take initiative, assume ownership of projects, and work independently with minimal supervision while managing multiple priorities effectively.
• Salesforce Proficiency: Working knowledge of Salesforce, including experience with Salesforce Experience Cloud and the ability to design and maintain sites using Salesforce Site Builder.
• Technical Skills: Familiarity with basic HTML and CSS coding, as well as proficiency in Microsoft Office Suite and Adobe Acrobat Reader for document creation and editing.
• Attention to Detail: Strong proofreading and editing skills, with a keen eye for detail to ensure accuracy and consistency in all documentation.
• Communication Skills: Excellent verbal and written communication skills, with the ability to translate technical jargon into user-friendly language for non-technical audiences.
• Adaptability: Ability to thrive in a fast-paced environment, demonstrating flexibility in adjusting to changing priorities and demands while maintaining high-quality standards.
• Lifelong Learner: A commitment to continuous learning and professional development, with a genuine interest in the Human Capital sector and the intersection of people, processes, and technology.
• Minimum of a High School Diploma; a degree in English, Communications, Technical Writing, or a related field
• 2+ years of experiencein technical writing, particularly in a service-oriented or technology-driven environment, with a strong portfolio showcasing relevant documentation.
• Experience in a global or international service setting, demonstrating the ability to adapt content for diverse audiences and cultural contexts.
• Proven track record of managing projectsfrom inception to completion, with the ability to work independently and collaboratively within cross-functional teams.
• Familiarity with Salesforceand experience in designing and maintaining Salesforce Experience Cloud Sites, as well as managing a Salesforce Knowledge instance.
• Demonstrated proficiency in HTML and CSS, with the ability to apply these skills in documentation and site design.
• Strong background in creating user-friendly documentationthat effectively communicates technical information to non-technical audiences.
• For remote or hybrid positions, you need tohave a dedicated workspace that is free from distractions and ensures privacy.
• Working at home requires internet speeds that can support the Company systems; a minimum download speed of 120mps and 10mbp upload is required. Computers should be hard wired to a router (We provide equipment).
• All remote employees shouldbe on camera for all training sessions, including new hire orientation and meetings with leaders and clients.
• Work schedule is 8 PM – 5 AM PHT (night shift).

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.

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