Technical Support/Author

  • Hawes
  • Heatly
Job Description We are seeking a skilled and detail-oriented Technical Support / Author to join our team. The successful candidate will be responsible for providing technical support to customers and internal teams while also creating and maintaining high-quality technical documentation.   This dual role requires a strong technical background, excellent communication skills, and the ability to translate complex technical concepts into clear and concise documentation and online content. Key Responsibilities: Technical Support: Provide first-line technical support to customers and internal teams via phone, email, and chat. Troubleshoot and resolve technical issues, ensuring a high level of customer satisfaction. Escalate unresolved issues to the appropriate technical teams when necessary. Document and track support tickets, ensuring timely resolution and follow-up. Technical Authoring: Develop, write, and maintain technical documentation, including user manuals, installation guides, FAQs, and troubleshooting guides. Collaborate with product development teams to understand new features and updates, ensuring documentation is up-to-date. Create and manage online knowledge bases and help centers. Review and edit existing documentation to improve clarity, consistency, and accuracy. Collaboration: Work closely with engineers, developers, and product managers to gather technical information. Participate in product development meetings to stay informed about upcoming releases and updates. Provide feedback to the development team based on customer interactions and common issues. Continuous Improvement: Identify areas for improvement in technical support processes and documentation. Stay updated on industry trends, best practices, and new technologies related to technical support and authoring. Qualifications Education: Degree in Computer Science, Engineering, Technical Writing, or a related field, or equivalent experience. Experience: Previous experience in a technical support or technical authoring role. Technical Skills: Proficiency with support ticketing systems, content management systems, and documentation tools. Familiarity with relevant software and hardware. Communication: Excellent verbal and written communication skills with the ability to convey technical information clearly and concisely. Problem-Solving: Strong analytical and problem-solving abilities. Attention to Detail: High level of attention to detail, particularly in technical writing. Customer Focus: A strong commitment to delivering exceptional customer service. Desirable: Experience with specific industry-related software or tools. Familiarity with software development processes or IT infrastructure. Experience with multimedia content creation (e.g., video tutorials, screenshots). Additional Information Benefits: Company pension scheme  28 days holiday (including bank holidays) Company life insurance and health care scheme Employee benefits package that includes training and development opportunities
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