Content Writer  

• Maintain our internal and external Support knowledge bases (in Zendesk Guide and Confluence), adopt existing practices, and advocate for new approaches and implementation.
• Combine technical accuracy with compelling language that highlights both the “how” and the “why” of our platform and its features. Create and maintain clear, accurate, and engaging technical content that empowers practice groups to use the DrChrono platform to meet their business goals.
• Collaborate with stakeholders to write articles, produce videos, and assemble clear, and easy to understand information to help our customers better understand DrChrono’s features, resolve their issues, and maximize their use of DrChrono.
• Create and curate high-quality Support articles that are on-brand, easy-to-understand and appropriate for their intended audience. Ensure content is consistent, intuitive, and reflective of DrChrono’s tone and voice.
• Maintain a thorough understanding of DrChrono products and customer needs and translate product knowledge and insights across internal teams. Be the expert.
• Create and maintain a style guide for Support content.
• Review and adjust content created by other Operations teams to ensure unified style and language across all platforms. Effectively and diplomatically edit colleagues’ content.
• Use Zendesk Explore metrics, Inbenta, along with Google Analytics, to track, analyze, and improve help center content. Leverage experiments, feedback channels, information from Support Agents, and other data points to continually improve existing content and processes.
• Manage multiple projects, dependencies, and timelines at once; deliver on moving deadlines.
• Collaborate with Product Managers on potential product enhancements based on customer feedback and user data.
• Assist with other duties as needed.

• This role will be required to work 9am-5pm Eastern Standard Time
• 2+ years experience as a content designer, technical writer, technical communicator, or similar role. Or experience in a field where you have written on complex topics with clarity and impact. We will ask for examples of your technical communications work.
• A proven track record of high-performance in your current role, strong attention to detail, excellent time-management and organizational skills, and a creative approach to solving problems.
• An understanding of how to write for self-service resolution and education, while conveying enthusiasm and empathy.
• Strong knowledge of content design and implementation. Experience developing effective content, including articles, videos, infographics, webinars, and presentations on a technical or other complex topics.
• Excellent writing and visual design skills, with the ability to explain complicated product and policy concepts in simple, empathetic, jargon-free language using DrChrono’s voice.
• Strong editing skills, with the ability to quickly identify style and grammar errors.
• Critical thinker with a strategic, proactive, and creative mindset. Comfortable working with short, or flexible timelines, and with evolving tools.
• Project management experience. Adaptable to change and able to aptly handle ambiguity, competing priorities, and multitasking.
• Strong knowledge of Internet and software applications. Experience with SaaS platforms preferred.
• Avid learner, jack of all trades.
• A proactive nature, a positive attitude, and a high degree of motivation to go above and beyond to learn new skills and get things done.

Even Better!

• Energy, passion, and enthusiasm for healthcare technology.
• Bonus points for Healthcare writing experience with processes/policies/procedures. Prior experience and expert knowledge of DrChrono services and software.
• Familiar with knowledge base best practices and best in class KB design.
• On camera experience is a plus.
• Experience using Google Analytics and other tools, to measure the effectiveness of content initiatives and to identify content creation and improvement opportunities.