Technical Writer, Client Enablement

3 weeks ago

Austin, United States PayIt Full time

PayIt is a fast-growing GovTech company on a mission to modernize how residents interact and transact with government, improving the customer experience and helping our client agencies more efficiently and effectively achieve their missions. Our easy-to-implement platform consolidates government services and payments into one connected experience and enables our clients to drive resident trust, collect revenue quickly, and redeploy their staff to more important challenges. This innovative approach to government service delivery has garnered significant recognition in both the public and private sectors, including our inclusion in the GovTech 100 every year since 2017. PayIt solutions cover services including hunting and fishing licensing, DMV, courts, property tax, utilities, tolling, and more.

Our culture welcomes people who exhibit what we call **"PayIt DNA": High integrity, drive, grit, high aptitude, and team orientation.** We are collaborative and passionate about the work we do to improve the lives of our government clients and the end users they serve. We have ambitious scaling goals, and we look for team members who are ready to roll up their sleeves, solve problems, and find new opportunities to win with our clients. And we have a lot of fun together.

**What you'll be doing**:
PayIt is seeking a talented and detail-oriented Technical Writer. This individual will join PayIt's newly created Client Enablement team dedicated to supporting the training, education, and documentation needs of PayIt agency partners. This role will report to the Manager of Client Enablement.

Technical Writers will play a crucial role in creating clear, correct, concise, comprehensive, and easy to use documentation, resources, and general communications for a variety of stakeholder audiences. Creation of high-quality, user-friendly documentation will enable PayIt's agency partners to successfully adopt PayIt solutions and realize value. This role will collaborate closely with product and client teams to gather information and translate technical concepts of varying complexity into user-friendly content.
- Research, organize, and interpret technical concepts and transform them into user-friendly documentation, such as user manuals, technical guides, FAQs, and online help solutions
- Create and curate a wide range of content, including presentations, guides, videos, e-learning modules, and interactive exercises, to support learning objectives and ensure consistency in messaging and knowledge transfer
- Ability to deliver high-quality content within deadlines
- Project manage all development and improvement efforts related to agency collateral
- Continuously update and improve documentation based on feedback, product updates, and industry best practices
- Organize and maintain communication and documentation repositories, ensuring easy access and version control
- Build and leverage cross-functional relationships throughout sales, marketing, product, delivery, and client teams to execute on all content creation and maintenance
- Maintain and iterate on a voice, tone, and style guide for all agency collateral in collaboration with Marketing
- Measure suitability and accessibility of all self-service online content to identify gaps and iterate to maximize success
- Develop and maintain a deep understanding of PayIt's products and services, functionality, and intended audiences
- Drive best practices for technical writing across the business

**What you'll need to have**:

- 3+ years in a client or customer facing role, preferably in a B2B SaaS environment
- Proven experience as a Technical Writer, creating documentation for complex software, hardware, or technical solutions - a portfolio of writing samples demonstrating your work is highly desirable
- Written and oral communication skills are impeccable, succinct, and eloquent, with a keen eye for detail and ability to explain complex technical concepts in a clear and concise manner
- Self-motivated, high adaptability, and resilient with the ability to work collaboratively in a fast-paced, deadline-driven environment, while managing multiple projects simultaneously
- Strong research and organizational skills, with the ability to gather information from multiple sources and synthesize it into coherent documentation
- Proficiency in using industry-standard authoring tools and documentation management systems (e.g. Adobe Creative Cloud, SnagIt Confluence, Google & Microsoft suites, or similar), project management and collaboration tools (e.g. Confluence, Trello, Teams, Slack, Jira, or similar), and diagram and visualization solutions (e.g. Draw.IO, LucidChart, or similar)
- Familiarity with learning management software, HTML, CSS, and similar solutionsSelf-motivated with the ability to work collaboratively in a fast-paced, deadline-driven environment, while managing multiple projects simultaneously

**Why Work For Us**:

- Our mission matters. Your work will make life better for

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