Technical Writer

2 Openings | Contract | $50/hr W2

Location: Remote
Duration: Through the end of 2026, with possible extension
Schedule: Full-time
Pay: $50/hr on W2

About the Role

We are seeking anOperations Knowledge Author to create clear, actionable content that helps operations and customer support teams understand processes, systems, and procedures.

The ideal candidate is a strong operational or technical writer who can take complex information from multiple sources and turn it intosimple, easy-to-follow guides, instructions, workflows, and knowledge articles.

Candidates with backgrounds incall center operations, customer support, technical support, SaaS, EdTech, Learning & Development, or technical writing are encouraged to apply.

Responsibilities

• Research, write, edit, and maintain knowledge articles, guides, job aids, and workflows.
• Translate complex technical, operational, or policy information into clear language.
• Consolidate information from multiple systems, documents, and subject matter experts into easy-to-use resources.
• Develop and update content in preparation for product and program releases.
• Collaborate with subject matter experts and cross-functional teams to document procedures and best practices.
• Organize and maintain content using metadata, taxonomy, and governance standards.
• Conduct content reviews and audits to ensure information remains accurate and current.
• Optimize content for searchability, accessibility, and usability.
• Help improve content creation processes, templates, and workflows.
• Utilize AI-assisted authoring tools and modern knowledge-management practices where appropriate.

Qualifications

• 3+ years of professional writing and editing experience, particularly creating guides, instructions, procedures, or process documentation.
• Strong ability to simplify complex or technical information for non-technical audiences.
• Experience creating troubleshooting or how-to content.
• Familiarity with enterprise knowledge or content platforms such asServiceNow, SharePoint, or Confluence.
• Experience working with multiple operating systems and devices, including Windows, Mac, iOS/iPadOS, Chrome OS, and Android.
• Ability to research and interpret technical manuals, procedures, and product documentation.
• Excellent written and verbal communication skills.
• Strong attention to detail and organizational skills.
• Experience collaborating with subject matter experts and cross-functional teams.
• Familiarity with metadata, taxonomy, accessibility, or knowledge-management practices is a plus.
• Knowledge ofKCS (Knowledge-Centered Service) principles is a plus.