SHOEBOX Ltd. Looking for Technical Writer at Ottawa, Ontario, Canada Full Time

We’re looking for a confident, proactive candidate to join our team full time on a 6 month contract with the possibility to be extended or to be made permanent. As the Technical Writer and Information Developer, you will be responsible for writing, recording, and editing appropriate content (documentation, knowledge base articles, and other product-oriented assets) for the company’s software and medical device offerings. You are required to write in a concise yet informative, easy to understand style. To be successful in this role, you must be able to research and understand the functionality and purpose of SHOEBOX Ltd. products and translate this understanding into content that is easily absorbed and understood by any ready. You clearly understand how to instruct and engage technical and non-technical audiences, stay informed on the latest trends in knowledge management, and can write great content for a variety of channels, while adhering to the regulatory requirements of the company.

This is an opportunity to make a real impact on the world by furthering our mission to expand hearing healthcare around the globe with our innovative mobile and web-based medical solutions, and to work with an amazing (seriously, amazing) group of brilliant and passionate people.

Your primary responsibilities:

• Content Development: Understand high level technical concepts in order to craft, edit, and update Instructions for Use (IFUs), guides, troubleshooting and other online knowledge articles, as well as other types of technical documentation to support product launches and updates. Produce screenshots, flowcharts, and other graphics as needed.
• Research: Research and gather relevant technical data from developers, product managers, support specialists, account managers, UX designers, and internal documents to understand products and requirements. Build solutions based on use cases, user stories, feature requirement documents, specifications, technical design documents, and hands-on use of the application.
• Collaboration: Work closely with technical and non-technical teams to gather information, verify content accuracy, and ensure our documents meet user needs and company standards.
• User Focus: Tailor documentation for various user personas, ensuring clarity, accessibility, and effectiveness in addressing user questions and challenges. Continually improve support solutions based on customer feedback.
• Quality Assurance: Review and revise documentation based on feedback from various sources to maintain our high standards of quality and consistency. Ensure documentation is properly maintained, categorized, and meets regulatory labelling requirements.
• Tools and Technologies: Utilize the latest documentation tools and technologies to enhance the delivery and accessibility of content, keeping abreast of trends in technical writing and content presentation.
• Attend and conform to end-user security awareness training.
• Conform to organizational information security policies.
• Conform to Non-disclosure agreements, regulatory, or contractual requirements.

Requirements & Qualifications:

At SHOEBOX, we are uber-focused on effectively enabling our end users so they see immediate value from our powerful solutions. They are typically NOT technical and rely on our products and documentation to be intuitive and easy to understand. To be successful in this role, you’ll need the following:

• Post-secondary degree in English, Communications, Technical Writing, or a technical field.
• 2-3+ years experience as an Information Developer or Technical Writer in software, technology, or a related field, preferably with a minimum of 1 year experience with freelance work.
• 1-2 years experience producing technical content for sophisticated software solutions. Demonstrated ability to describe complex and technical topics clearly and accurately. Comfortable with technical and medical concepts, and able to learn new technologies quickly. Proven technical editing skills are essential, including the ability to edit documentation for accuracy, brevity, and clarity.
• Experience in the healthcare, biotechnology, or medical software industry, or another similarly regulated industry.
• Strong communication, interpersonal, interviewing, presentation, and teamwork skills are crucial for effective collaboration with colleagues.
• Fluency in written and spoken English; bilingualism/multilingualism in other global languages would be considered a strong asset. Exceptional writing, editing, and proofreading skills, including a focus on grammar.
• Proven experience in producing and publishing web-based content for public access.
• Excellent time management and prioritization skills. Willingness and ability to manage a varied workload, prioritizing tasks to meet deadlines and sprint requirements. This includes maintaining high standards of quality and consistency in documentation while adapting to new challenges and changes in product development.
• Self-starter who takes initiative in advocating for the user and building the best support and training experience possible. Ability to tailor content for various user personas, ensuring it is accessible, effective, and efficient.
• Eager to learn and contribute.
• Legally eligible to work in Canada.

Assets:

• Experience working within a Quality Management System (QMS).
• Experience working with MadCap Flare, MadCap Central, or similar content authoring tools.
• Experience working in SaaS software and/or healthcare technology.
• Knowledge of audiology or hearing health.
• Bilingual/Multilingual beyond English, ideally with Spanish, French, Portuguese, and/or German.
• Experience with single-sourcing methodologies.
• Experience working in an Agile development environment.
• Experience planning and building a variety of customer support and training solutions, beyond written documentation.
• Graphic Design or Illustration knowledge.
• Knowledgeable and skilled in the creation of wikis, video training, webinars, in-product support, user manuals, etc.

We offer:

• Hybrid work environment.
• Competitive compensation and benefits, including Employee and Family Assistance Program (EFAP).
• Employee Discount Program.
• Learning and Development Program.
• Flexible hours.
• Discretionary wellness benefit.
• SHOEBOX will provide you with a MacBook Air with a 4K monitor.

Who are we? We’re

Why that’s important: 5% of the world’s population suffers from disabling hearing loss, 60% of childhood hearing loss is due to preventable causes, and the majority of people with disabling hearing loss live in low-middle income countries. We can help. With our products, hearing testing can be conducted outside of a sound booth and without the need for clunky equipment (you just need a calibrated headset and an iPad), which allows for testing almost anywhere, anytime, worldwide.

To learn more about us and what we stand for, read the

We thank all applicants; however only those selected for an interview will be contacted.

SHOEBOX is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

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