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SaaS Technical Writer 

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Calling technical writing superstars!

An exciting opportunity exists to join our awesome team in the Gold Coast for a talented SaaS Technical Writer. This is a chance for you to apply your excellent communication skills in a rapidly growing SaaS company in the huge and growing logistics industry. Our web and mobile-based logistics software offer our customers incredibly simple yet powerful solutions, but the software itself is rich and complex and has plenty for you to sink your teeth into.


About CartonCloud

Small business keeps the world turning – it’s the lifeblood of the global economy. Here at CartonCloud, we are all about people and making life easier for our customers. We focus on streamlining and automating the complexities of the logistics industry to make it easier for small and medium businesses to grow to their full potential. With us, you have the opportunity to make a huge impact on the fortunes of hundreds of businesses, and more importantly the lives of thousands of people.


The role

As part of an established customer success team, you will be key in the updating and production of documentation for new and existing clients on a global scale. This is a new role within the team, with a lot of existing documentation (which you can view at help.cartoncloud.com), so we are looking for you to set the standard and ensure everything is documented to the highest quality.  The role will really allow you to take ownership of your work and be a significant contributor to the development team and company overall.


Your responsibilities will include:

  • Work with project and internal teams to understand documentation requirements;
  • Produce new and update existing technical documentation for existing software applications and processes;
  • Write documentation targeted at multiple audiences, such as developers, clients, application support staff, consultants, trainers and for public distribution (online);
  • Ensure consistency across the documentation in both tone and structure that is accessible to a range of personas;
  • Provide an overflow resource to Customer Support as and when required (more detail below).

A lot of our content is written, however, we are a modern software company and we utilise a range of mediums, especially video, which will be incorporated into the documentation library. Your role will include helping set the requirements for this content, and incorporating it effectively, but not producing it (unless you want to!). You can view some examples of Tony's Tips.

The vast majority of the role will be technical writing, which relies on developing an excellent understanding of our customer’s needs, especially in the initial setup and ongoing customer support. This would involve working closely with our teams in both of these areas, but also being able to step in and assist with managing the Customer Support queue as and when required (for example, covering staff leave or extra busy periods). This is expected to be a minor part of the role, but in our dynamic growing team, everyone is expected to contribute to overall success.


About you

The ideal candidate will have:

  • Strong technical writing experience, specifically in the creation of feature/functional and integration specifications and ability to prepare written work that is well constructed, easily understood;
  • Well-developed interpersonal skills including interviewing, listening and understanding technical specifications;
  • Ability to translate moderately technical information for non-technical stakeholders;
  • Industry (any of logistics, supply chain, warehouse, transport) experience will be highly desirable;
  • Demonstrated ability to generate effective content with a range of personas in mind, from white to blue-collar;
  • Have a genuine passion for seeing and contribute to customer success, including being comfortable dealing with customers directly.

Most of all though, we are looking for someone who is driven, adaptable and willing to learn. We ask that you enjoy your work, add value and, just as importantly, stay humble. Attitude and application are key, we have a great mix of operational experts and software geniuses for you to leverage.


The other stuff

It’s a permanent position with a competitive salary plus super based on experience. Tertiary qualifications preferred, however industry experience and equivalent experience will be considered.

We will support your desire for continual learning and training to help you flourish. We have been growing rapidly over the last few years and have no intention of slowing down, so there will be loads of opportunities, both domestically and internationally.

This is a Gold Coast position and definitely requires the ability to either commute or relocate here. Just in case the beach, rainforest and sunshine all year round weren’t enough to convince you (and the endless choice of outdoor activities), it is also an affordable property market with a lower cost of living than the other major cities in a family-friendly environment with high-class schools and universities.

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