Technical Writer

Job Description

We’re looking for a Technical Writer to help us shape our product experiences and maximize customer adoption by translating complex ideas and solutions into simple prose that helps users achieve their goals with Hootsuite. You’ll work across multiple teams to ensure customers large and small have the knowledge required to successfully adopt and leverage Hootsuite’s suite of solutions on their own, wherever possible. This role can be based remotely in Ontario (preferred) or in British Columbia or Alberta and will report into the Senior Manager of User Education.

WHAT YOU’LL DO:

• Create world class content experiences both in-product and for the web that informs and empowers our customers.
• Build a close and collaborative partnership with product design, user research, product management, development, marketing, and other content teams to build a deep understanding of user mental models, customer personas, and end-to-end customer workflows, helping ensure a consistent and coherent experience across products.
• Assist with execution of content strategy and help align teams in cross-product scenarios.
• Establish a unified voice across multiple product lines and portfolios, and help shape our vision for voice and tone through the creation of product writing guidelines.
• Review and use data to contribute to content strategy development and to develop your knowledge of Hootsuite’s customer needs.

WHAT YOU’LL NEED:

• Prior experience with a strong portfolio demonstrating user-centered writing for enterprise level software products that helps guide users through complex problems.
• Excellent written and verbal communication skills; ability to communicate effectively in a voice that is sensitive to different audiences.
• Organizational skills and the ability to drive collaborative content projects.
• Customer obsession, strong problem-solving and attention to detail.
• Accountability: holds self and others accountable to meet commitments.
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs.
• Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results.
• Decision Making: consistently chooses the best course of action (from a number of alternatives) to address business problems and/or opportunities
• Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
• Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects
• Self Development: is personally committed to, and actively works to continuously improve
• Bachelor’s degree in English, business, communications is highly desired
• Experience collaborating with User Experience Design teams is highly desired

WHO YOU ARE:

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
• Curious. You are always learning and seeking ways to make things better.
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

Share our values: We champion the power of human connection. We’re united globally by our shared values of innovation, grit, humility, and passion for customer success.

Make an impact: Working at the speed of social, we create value for our customers by delivering solutions that power relationships at scale. Our pace of work enables fast learning and fosters an environment where you can stretch yourself and make an impact.

Learn and grow: We’re committed to growing the capabilities of our people. We are building a learning community where you can work with diverse individuals, explore new ways of thinking, and expand your capabilities. Our employees are teachers and learners who work out loud and share their knowledge to enhance each other’s growth.

We are dedicated to building a diverse community, one where employees feel a sense of belonging, and are valued for their contributions and the perspectives they bring. Our purpose is to champion the power of human connection and the heart of connection is inclusion. You belong here.

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

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