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Technical Writer

Company: Vagaro
Location: Dublin
Posted on: June 23, 2022

Job Description:

Vagaro is searching for a tech savvy and customer service oriented Technical Writer to join our client training and support department. This position reports into the Director of Customer Success.By writing useful, informative and concise support forum articles and organizing them in a logical manner, you ensure that our Customer Support, Product Development, Training, and Marketing teams have precise documentation at hand to assist customers in need of help. Your content will also be served up to clients by our support and sales chatbots when clients are looking for information after hours.Perks:

  • 15 days PTO
  • 9 company holidays
  • Reimbursement program using any of Vagaro services.
  • 401k retirement plan with matching
  • Healthcare, dental & vision plans for individuals and families
  • Life insurance, supplemental programs
  • Tuition reimbursement program
  • Discounted tickets program
  • Doordash Dash Pass
  • On-site fitness center
  • Work/Life & EAP servicesMain Responsibilities:
    • Maintain and improve the Vagaro support forum
    • Audit existing articles on a rotating basis, to ensure the information is up to date, relevant, accurate and consistently presented
    • Use Support ticketing to determine top customer issues for support content development
    • Project manage each support article creation or update request in Asana
    • Collaborate with IT in maintaining and improving the support and sales bot support article library
    • Work closely with the Product Team and the Video Team to prepare support articles and instructional materials for new feature releases or product updates. Update related articles as needed
    • Work closely with the Training Team to ensure that changes to online support and product updates are reflected in Training content
    • Create flowcharts, diagrams, product screenshots and other graphics to enhance support articles
    • Interview product team or support team members to clarify product functionality and create comprehensive support documentation
    • Promptly answer comments and questions posted on support articlesRequired Skills:
      • 2+ years technical writing experience, ideally for a technology company
      • Ability to quickly grasp complex technical concepts and make them easily understandable by combining text, images and video
      • Meticulous and detail-oriented
      • Strong empathy for customers
      • Self-starter with experience researching, compiling, and documenting business processes and workflows
      • Ability to read and interpret complex technical documents such as design requirements, product specifications and product release documents.
      • Strong writing skills and a concise communication style
      • Knowledge of HTML
      • DITA/XML knowledge is nice to have
      • Comfort with editing tools like Notepad and Oxygen
      • Comfort with image capture and editing tools like Snagit, Figma
      • CRM knowledge - Zendesk preferredNice to Have:
        • Structured authoring
        • DITA / DITA-XML
        • Oxygen XML Editor
        • DocBook
        • Paligo (cloud-based CMS tool)About the company:Vagaro, Inc. develops an all-in-one business management platform and a powerful online marketplace for the salon, spa, and fitness industries. More than 173,000 professionals and 67,000+ businesses in the United States, Canada, UK, and Australia use Vagaro's cloud-based software to manage all aspects of their operations. Consumers choose Vagaro to search for and book services in their community at their convenience. Vagaro is easy-to-use and works on any device. Learn more by visiting https://www.vagaro.com and https://sales.vagaro.com.

Keywords: Vagaro, Dublin , Technical Writer, Engineering , Dublin, California

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