Technical Writer

PLEASE NOTE: This position will be 100% remote until Covid restrictions lift but the candidate must be able after that to commute to the client 2-3 days a week in Lexington, MA The primary responsibilities of the technical writer will include creating, editing, and updating technical support content for both our client’s internal knowledge bases. The technical writer will also help with the development of the information architecture, which includes tagging of content and articles with metadata to ensure proper content classification and display of content back onto our website. They will also be contributing to the development of workflows and template creation, alongside translation efforts of support content in alignment with our global efforts in providing our agents and customers with relevant support content.

• Collaborate with various technical support teams as well as additional content authors and technical writers to produce searchable, high-quality support content for internal teams and customers
• Contribute to the development and implementation of document/support content standards
• Develop workflows and templates for content creation/editing and updating within the knowledge management system for both support teams and customers
• Champion change management and work with support teams as an intake channel for new/updates to content while supporting training for teams as needed
• Lead, coordinate and validate translation of support content between technical support teams and/or E-business translation team
• Draft, edit, review and finalize technical documents in collaboration with cross-functional teams to publish into the knowledge management system and/or on the website
• Help to develop information architecture of support content, including metadata tagging and content classification
• Gather customer and internal feedback work with technical support teams to update web content accordingly based on technical support team recommendations
• Work with new technologies, assist in project management duties, data analysis, and analytics
• Work with analytics teams and/or project management teams on “Customer Insights”, to assess how customers utilize support information, uncover technical support needs, propose and develop new tools or channels to support those needs
• Present web and technical updates to a varied audience including colleagues and leadership, contribute to department meetings
• Participate in training on products and continuing education on new applications and technologies to remain at the cutting edge of scientific knowledge
• Use data analytics to understand customer and employee needs with respect to knowledge content, and leverage this data to drive actions targeted at addressing these needs
• May be required to perform other related duties as required and/or assignments

• Requires 3+ years in a customer-facing technical support role, with proven knowledge of CRM and use of content management systems
• Fluency in English for both written and verbal communication.
• Demonstrated ability to effectively communicate, both orally and in writing, to customers and colleagues
• Capability to understand, process, and quickly bucket and categorize large amounts of new, complex scientific information
• Strong understanding of customer experience, proven ability to deliver a great experience in a customer-facing role would be of benefit
• Proven ability to work independently and as part of a cross-functional team
• Willingness to learn, with the ability to manage multiple priorities
• Drive to optimize and improve processes as well knowledge base content by leveraging business acumen
• Problem-solving ability required
• Strong computer skills and literacy, including spreadsheet, PowerPoint, database, and word processing applications as well as with the Internet required
• Embodies the 4i Values: Integrity, Intensity, Innovation, and Involvement

• Technical writing experience or experience with drafting, reviewing, and editing documentation
• Web-savvy with knowledge of the internet including SEO optimization, analytics
• Experience working/documenting within SharePoint
• Previous experience in the life sciences industry would be a huge plus