SaaS Technical Writer

Description
SaaS Technical Writer
Full-time, Remote, Independent Contractor (1099)
Working hours: 7 am - 4 pm PST or 6 am - 3 pm PST
Compensation: 60,000 - 65,000 USD depending on the skills and experience level
We are looking for a highly motivated and committed Technical Writer to join vcita!
The ideal candidate is a great communicator, who is curious, collaborative, and detail-oriented, with exceptional technical writing and oral English communication skills.
About Us
vcita is a compact, quick-smart app that keeps you fully connected to your business, whenever and wherever you are working from.
With vcita, you can track and perform all your daily tasks, from the "first hello" to the last invoice: charge and collect payments, invite clients to book you online, create branded invoices and quotes, and send SMS appointment reminders - all in a few simple clicks, from one single app.
Founded in 2010 by a team of four, vcita set out to change the way people turn their passions into a business. Today, as a market leader in the small and medium-sized business management space, the company has grown to a team of over 100 but remains focused on the original goal. Tailored specifically for service providers, our software continues to redefine the way they interact with their clients - by driving more opportunities from the web, mobile, email, and social with ease of use designed for the average person.
Our teams are based out of Tel Aviv Israel, Bellevue Washington, and St. Petersburg Florida.
What You'll Do:
As a technical writer at vcita, you will be responsible for writing, updating, organizing, and maintaining our Zendesk Guide knowledge base articles for seamless multi-brand implementation. You will work on content for large globally recognized brands while collaborating closely with our Support Team, to ensure that our knowledge base is comprehensive, accurate, and up-to-date, helping our customers and partners find the information they need quickly and easily.
This role will report to the Director of Support.
What you'll do:
Collaboration: Collaborate with customer support and subject matter experts to gather information and ensure the accuracy of content.
Content Creation: Develop and curate articles, FAQs, guides, and tutorials in Zendesk Guide to provide accurate and helpful product information to customers.
Content Optimization: Continuously optimize existing content for clarity, relevance, and SEO to enhance user experience and searchability.
Manage Partner-Specific Branded Content: Create, upload, and replicate relevant partner-specific content using specified templates.
User Feedback: Solicit and analyze user feedback to identify areas for improvement and address common user queries and pain points.
Analytics and Reporting: Review key performance indicators (KPIs) for the Knowledge Base, and track user engagement and outcomes. Results should show a reduction in the number of support tickets.
Who you are:
Tech Savvy: You are quickly adapting to new platforms, are not afraid to learn and use cutting-edge technologies hands-on, and are comfortable troubleshooting technical issues.
Adaptable & Flexible: Willing to shift and change priorities with business demands
Detail-oriented: Details matter to you, and you love to deliver high-quality work and pay close attention to details.
Team Focused: You love to uplift your peers through shared knowledge and commitment in a collaborative and supportive environment.
Curious: You take the initiative to learn new things, and are curious about how things work.,
Entrepreneurial mindset: You own your success and act for the benefit of the team and the company with a self-driven approach to exceeding your goals.
Customer Obsessed: You ensure you meet deadlines and follow up as promised. You go the extra mile to make our partners happy.
Great Communicator: Whether writing an article or liaising with the support team, you handle it all gracefully and professionally. To excel in this role, it's important to have exceptional technical writing and oral English communication skills.
Coachable: You know there's always room for improvement. You seek constructive criticism and opportunities to grow from different teams and perspectives.
Qualifications:

• Minimum 2 years in technical writing
• Native English Speaker with strong writing and editing skills and an emphasis on clarity and simplicity.
• Ability to work collaboratively in a cross-functional team environment.
• Excellent organizational and project management skills.
• Analytical mindset with the ability to use data to drive content improvements.
• Familiarity with SEO best practices for content optimization.
• Detail-oriented and committed to maintaining high-quality content.

Extra Credit:

• Experience with customer support tools and practices is a plus.
• Understanding of basic CSS and HTML, Zendesk (Zendesk Guide Specialist certification preferred)

Disclaimer:
vcita is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, faith, gender, gender identity or expression, sex, sexual orientation or stereotyping, national origin, genetics, age, ancestry, ethnicity, medical condition, pregnancy, marital status, partnership status, family or parental status, physical or mental disability military or veteran status, citizenship status, or any other status protected by applicable law.
vcita is an E-verify employer.