Technical Writer

hi, we're hipages Group.

We are an Australian-owned, ASX listed tech company and the leading online tradie marketplace in Australia. Ranked #2 Best Places to Work in Australia, we offer meaningful, impactful work collaborating and innovating with the best and brightest in a transparent, supportive and fast-paced work environment.

Inspired and driven by our purpose of transforming the trade industry, building better lives for everyone, hipages Group operates via three technology-enabled platforms; hipages, Tradiecore, and Builderscrack (NZ) with ~300 team members across Australia, China, Philippines and New Zealand.

The hipages team create effortless solutions that help tradies streamline and grow their business and delight their customers.

**Your Opportunity**

You'll be joining the Tradiecore team that collaborates effectively with all other departments within the business. You're not afraid to roll up your sleeves and get your hands dirty, and you also possess the aptitude to manage projects through to completion. We're looking for a critical thinker that can move quickly and adapt to a changing environment.

The Technical writer will play a pivotal role to ensure that we achieve one of our strategic pillars - to increase customer engagement and reduce churn by launching a workflow management solution.

**How you will add value**:

- Creation of user guides, manuals, tutorials, and step-by-step task lists, FAQs that guide new users learning the software and onboarding communications.
- Deliver regular technical communications for all staff through a range of channels, ensuring ease of access to communications, clarity and consistency of messages by developing new tools, processes, materials, and establishing the structures, networks and competencies for effective communication
- Creation of Help documentation or video tutorials for chat support and service, case deflection content (answers to product-related questions without contacting customer support)
- Creation of Sales documentation to help educate customers on the product, improve trial/ conversions and optimize the user experience/engagement.
- Monitor searches: Keep a regular watch on the website help search box, Google and build a help system that is SEO-friendly, modify our getting started section or FAQs as a result.
- Ensure all technical communications are clear, well-timed, engaging, of a high quality and consistent with content and style
- Contribute to the production of the company newsletter and other internal communications as deemed necessary
- To remain informed of pertinent issues affecting both the external and internal communication channels within the company and wider policy areas
- Provide a first-class customer service level to all internal and external customers
- Develop and maintain a comprehensive library/database of appropriate reference materials and documentation and manage updates and revisions to technical literature
- Evaluate current content - develop innovative approaches for improvement. Keeping an eye on chatbot technology and integrating documentation in chat support.

**About You**:

- Previous experience in a Technical Writer or Documentation Controller role
- Excellent written English and verbal communication skills
- Ability to write in explanatory and procedural styles for multiple audiences
- Excellent organisational, prioritisation and multi-tasking skills.
- Knowledge of available writing tools i.e incl but not limited to: Word Press, Adobe Robohelp, Notepad ++, Adobe Frame Maker, MS Word, MS Visio

**What success looks like in this role**

In the first 3 months you will have:

- A full understanding of the software and customer needs/pain points to address
- Create strategy for comms plan and priorities for execution
- Collaboration with Product and Marketing for Onboarding strategy

In the first 6 months you will have
- Execution of Onboarding strategy in parallel with product and marketing
- Salesforce templates for support teams
- FAQ's for self service

**Take a look inside our home**:
We are different from similar-sized tech companies by providing a dedicated inhouse Talent Development team to support your career growth, have high standards and invest in our leaders resulting in a huge 89% of our team reporting that they have a great leader as their direct manager and offer a truly inclusive and diverse culture with 94% of the team reporting hipages is a Great Place to Work

In summary you'll find:

- A close-knit diverse family of bright, respectful, collaborative members who love to solve problems and jump on new opportunities;
- High-touch personalised investment in your continuous career development;
- Agile cross-functional teams who value teamwork - from Hackathon to team off-sites, to Product roadshows, you get to experience it all;
- Competitive salary and benefits, plus equity via our Employee Share Program, we're all owners of hipages and other great perks such as paid birthday leave