Description
Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we're the driven professionals and technology experts companies turn to most to solve their IT challenges.
Summary We are seeking a detail oriented and self motivated Technical Writer to join our Onboarding and Engagement team. This role focuses on ensuring education customers are utilizing the content created by the delivery team and making improvements to the current help center, while focusing on engagement and analytics to continuously improve the customer experience. The Technical Writer will play a pivotal role in continuing to optimize the help center by providing multiple learning paths and accessibility for customers. This role will be instrumental in enhancing our customers' experience and ensuring maximum utilization of the services across the delivery department as well as decreasing the need for 1:1 support calls with various internal stakeholders. This role will be instrumental in enhancing our customers' experience, ensuring maximum utilization of the services across the delivery department, and decreasing the need for 1:1 support calls with various internal stakeholders. Key Areas of Responsibility
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Research, outline, write, and edit new and existing content such as customer onboarding, training resources, help topics, blog posts, etc.
Work with internal teams or key members to understand product documentation requirements
Independently gather information from subject matter experts to develop, organize, and write procedure manuals, user tutorials and documentation for GWfE administrators and end-users of our tools.
Work with Product Development and Customer Success leads to identify all documentation repositories, revise and edit, and determine the best solution for compilation and centralized storage
Develop technical content for maximum usability, with a consistent and cohesive voice across all documentation
Write technical guides answering common questions and describing key functionality in an engaging, easy to understand way.
Translate the latest updates in our products and the Google space into feature articles that explain the changes and the impact they'll have.
Work with schools and partners to create case studies that explore how CDW Education has helped them transform the way they educate
Create video content and product walkthroughs
Assist in other areas of the delivery department as instructed
Provide feedback for potential process improvements, operational efficiencies or new automation
Create and or review external customer documentation or communications when necessary
Education and/or Experience Qualifications
Undergraduate degree in English, Communications, Technical Writing, or related discipline. Graduate degree preferred. Related experience considered.
3 or more years experience in software systems online documentation in the following industries: education technology, online learning, or information systems.
Required Qualifications
Undergraduate degree in English, Communications, Technical Writing, or related discipline
Equivalent experience may be acceptable
Proven experience planning direction and cadence for deadline-driven Technical Writing teams
Excellent written, verbal, and interpersonal skills
Advanced understanding of standard English grammar and accepted standards for technical communication
Extensive knowledge of Google Workspace/Microsoft Office, including Google Docs/Microsoft Word, Google Sheets/Microsoft Excel
Ability to manage numerous projects within deadlines
Demonstrated technical understanding, attention to detail, and ability to learn new platforms
Ability to travel, domestically, up to three times annually
Preferred Qualifications
Graduate degree in English, Communications, Technical Writing, or related discipline
Background in instructional design or online learning
Experience with product tours and walkthrough platforms such as Userlane
Experience with customer communication platforms such as Drip
Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.
What you can expect from us: Culture, coworkers, careers. *
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you'll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self-and your best ideas-to CDW. Because diverse perspectives bring forth better problem solving-and better solutions for our customers on a rapidly evolving technology landscape.
Equal Opportunity Employer, including disability and protected veteran status
Benefits overview: https://cdw.benefit-info.com/