Technical Writer

Responsibilities

• Seeking a Technical Writer to support our client's recently added AI functionality into their Customer Service/Call Center environment.
• The selected candidate will work with IT Software team members in order to edit and create new user guides for customer service advocates to adopt the new AI functionalities within the call center. Responsible for the design, writing, editing and re-writing of software user guides, procedure manuals, operational process specifications and related publications to communicate instructions to a wide range of audiences while adhering to standards for clarity, quality, graphics, coverage, format and style.
• Acquires or verifies knowledge of subject matter by interviewing workers or software experts, observing performance methods and/or referring to technical or regulatory documentation.
• Transform existing documentation to consumption by AI bots.

• Bachelor's Degree + 3 years of Software Technical Writing experience (7 years required without a degree)
• Experience as a technical writer working with software development teams. Knowledge of the SDLC process is required. Must have a strong Software User Guide writing background.
• Strongly Preferred:
  Candidates coming from a Customer Service/Call Center environment within a Healthcare Insurance organization OR candidates coming from an AI Chatbot related project.
• Ability to grasp technical concepts and effectively convey information to technical and non-technical audiences.
• Must have tech stack: MS Word, Adobe Acrobat, Jira

Preferred:
SharePoint, Salesforce

We are seeking candidates that reside in the DC Metro / Maryland / Virginia area for occasional onsite collaboration sessions.