Technical Writer

Content Guru is a leading provider of cloud communications solutions. We help businesses across the globe to enhance their customer engagement and experience.

From our omni-channel cloud contact center solution to our bespoke integration systems, we use cutting-edge technology to transform communications and make mass personalization a reality. This includes our development of AI and propensity modelling to create the seamless end-to-end customer journeys that inspire loyalty and power the success of organizations worldwide.

What We Are Looking For...

We are looking for an experienced Technical Writer to produce, review, and update technical documentation and instruction for end-users, enabling them to maximise their use of the storm platform.

Location...

This role is based in our head office in Bracknell, Berkshire. This is an office-based vacancy and as such we expect all applicants to be willing to commute to our offices a minimum of 3-4 days per week as per our hybrid working policy.

Key Responsibilities Of The Role...

Instructional manuals and user guides

1. Write instructional manuals for platform users.
2. Ensure written instructions are clear, organised, and easy to follow.
3. Create graphics and diagrams as required to best demonstrate system usage and functionality.
4. Maintain a thorough understanding of the audience for the required documentation.
5. Interpret technical information and adapt it for different audiences, as required.

Standards, processes and continuous improvement

1. Meticulously follow style and document guides/standards.
2. At all times follow the review and publishing processes.
3. Edit existing content to conform to any updated standards as well as to improve clarity.
4. Plan content for future platform developments.
5. Be actively involved in testing phases to ensure documentation is accurate, complete, and clear.
6. Contribute to and propose improvements to documentation and processes.

Business Support

1. Maintain the Business Management System by updating existing and adding new processes, procedures, and work instructions.
2. Contribute to business responses to RFP or other bid/tender processes.
3. Attend pre or post sales meetings with prospective clients to understand requirements etc.

The successful candidate will demonstrate:

1. A Bachelor's Degree in Engineering, Computer Science, or another relevant subject.
2. 2-5+ years of software technical writing experience.
3. Substantial proof reading/copy experience.
4. A genuine understanding of technical subject matter.
5. Excellent written communication skills.
6. A proven ability to translate technical information into everyday language.
7. Language skills, preferably German, Dutch, Japanese would be highly desirable.

In addition, the following experience would be beneficial:

1. Experience of working in an agile environment or with SCRUM processes.
2. Experience of using RoboHelp, Microsoft Office, and Adobe Acrobat.
3. Familiarity with web technologies: HTML, XML, Flash, JavaScript.
4. Experience with graphic programs such as Visio, Fireworks, and Photoshop.
5. Experience of managing translation projects.

About the Company:

Content Guru is the largest privately owned provider of Contact Centre as a Service (CCaaS) in Europe. We have grown to have offices in the UK, US, Netherlands, Germany and Japan, and our award-winning proprietary cloud services now power some of the largest organisations across the globe. Operating in sectors ranging from utilities and travel through to finance and government, our clients include UK Power Networks, Rakuten, Rightmove, Interflora, Sodexo, and the National Health Service (NHS).

Our mission is to enhance the way the world communicates. With our omni-channel cloud contact centre solution, storm, we enable businesses, customers and colleagues to interact across social media, video, SMS, email, web, web chat, and emerging technologies, such as WebRTC. We connect to hundreds of external systems, including AI, information and logistics systems, to bring information and communications together and deliver the customer experience of tomorrow.

We are an equal opportunities employer and consider all qualified and experienced applicants without regard to race, gender, religion, orientation, disability or any other characteristic protected by law. We are devoted to our people and pride ourselves on developing and upskilling our employees to give them the best opportunities for success.