Senior Technical Writer
Top Benefits
About the role
Who you are
- 5+ years of experience in technical writing and content management in a software environment with experience in conversational design principles and practices; payment experience is an asset
- Experience creating customer help and support content (FAQs, point-of-need help, hover help, guided support, etc.). Experience writing clear documentation and procedural materials
- Experience developing and managing a content taxonomy
- Experience with the unique requirements of B2B and B2C content approaches
- Experience working within collaborative, cross-functional product teams performing audience and task analysis to identify and create content for new product and service offerings
- Adept at creating content that is both human-readable and machine-consumable, enabling efficient knowledge sharing and retrieval across various platforms
- Creative use of visual help (images, workflows, expandable sections of content, video content).Ability to report on outcomes for the content domain, including what data is important, how to visualize the data, and how to tell the story using the content data
- Proven experience prioritizing work and managing stakeholder expectations
- Experience using Salesforce Knowledge is an asset
What the job involves
- You are a passionate content writer with broad expertise in technical, help & support writing who cares deeply about enabling your customer’s successes.
- As a Senior Technical Writer at Trustly, you will create clear and concise content for a wide range of customers and stakeholder touchpoints in a software environment. This content will be used to answer questions and guide and train consumers, merchants, and employees on the use and optimization of Trustly solutions
- Customer-facing help and support: Designing, writing, and publishing online self-service and support content for our customers (FAQs, How-To Articles or Videos, point-of-need snippets, hover-help, etc.)
- Employee knowledge base articles: Creating, updating, and maintaining employee-specific content to detail policies or procedures that enable customer success
- Customer response library: Develop and maintain a library of responses for common inquiries, ensuring efficiency and consistency in customer interactions
- Enterprise merchant process and procedures: Designing, writing, and publishing procedural and how-to manuals for enterprise merchants using our solutions
- Gen AI content designer: Backup writer for conversational AI platform to create and refine conversational flows for the Gen AI platform, ensuring seamless and personalized customer interactions. Leverages AI to drive efficiency in content writing as needed
Benefits
- Free breakfast every morning and catered dinner if you need to work late. And happy hour every Friday to celebrate the week
- Each employee gets a generous health allowance, and Trustly Sports Club keeps us active together
- Each month, our teams go on fun outings. Which we’d probably do anyway, even if Trustly didn’t foot the bill!
About Trustly
Trustly was launched in 2008 and has grown rapidly over the past 16 years to become a global leader in Open Banking Payment solutions. With a mission to make online payments as seamless as possible, Trustly offers an innovative payment platform, bridging the gap between consumers and merchants. Its technology ensures that transactions are processed in real-time, providing both speed and security for all parties involved.
Trustly's dedication to revolutionizing the payments industry is reflected in its collaborations with major brands such as PayPal, eBay, and Hargreaves Lansdown in Europe and FanDuel, T-Mobile, and Coinbase in North America. To date, Trustly has transformed the performance and experience of payments for over 9,000 merchants in 30+ markets, connecting them to 650+ million consumers through 12,000 banks.
Trustly is a licensed Payment Institution under the second payment services directive (PSD2). It operates under the supervision of the Swedish Financial Supervisory Authority in the EU, EEA and the Financial Conduct Authority in the UK. In the US, Trustly is state-regulated as required to serve its target markets.
Senior Technical Writer
Top Benefits
About the role
Who you are
- 5+ years of experience in technical writing and content management in a software environment with experience in conversational design principles and practices; payment experience is an asset
- Experience creating customer help and support content (FAQs, point-of-need help, hover help, guided support, etc.). Experience writing clear documentation and procedural materials
- Experience developing and managing a content taxonomy
- Experience with the unique requirements of B2B and B2C content approaches
- Experience working within collaborative, cross-functional product teams performing audience and task analysis to identify and create content for new product and service offerings
- Adept at creating content that is both human-readable and machine-consumable, enabling efficient knowledge sharing and retrieval across various platforms
- Creative use of visual help (images, workflows, expandable sections of content, video content).Ability to report on outcomes for the content domain, including what data is important, how to visualize the data, and how to tell the story using the content data
- Proven experience prioritizing work and managing stakeholder expectations
- Experience using Salesforce Knowledge is an asset
What the job involves
- You are a passionate content writer with broad expertise in technical, help & support writing who cares deeply about enabling your customer’s successes.
- As a Senior Technical Writer at Trustly, you will create clear and concise content for a wide range of customers and stakeholder touchpoints in a software environment. This content will be used to answer questions and guide and train consumers, merchants, and employees on the use and optimization of Trustly solutions
- Customer-facing help and support: Designing, writing, and publishing online self-service and support content for our customers (FAQs, How-To Articles or Videos, point-of-need snippets, hover-help, etc.)
- Employee knowledge base articles: Creating, updating, and maintaining employee-specific content to detail policies or procedures that enable customer success
- Customer response library: Develop and maintain a library of responses for common inquiries, ensuring efficiency and consistency in customer interactions
- Enterprise merchant process and procedures: Designing, writing, and publishing procedural and how-to manuals for enterprise merchants using our solutions
- Gen AI content designer: Backup writer for conversational AI platform to create and refine conversational flows for the Gen AI platform, ensuring seamless and personalized customer interactions. Leverages AI to drive efficiency in content writing as needed
Benefits
- Free breakfast every morning and catered dinner if you need to work late. And happy hour every Friday to celebrate the week
- Each employee gets a generous health allowance, and Trustly Sports Club keeps us active together
- Each month, our teams go on fun outings. Which we’d probably do anyway, even if Trustly didn’t foot the bill!
About Trustly
Trustly was launched in 2008 and has grown rapidly over the past 16 years to become a global leader in Open Banking Payment solutions. With a mission to make online payments as seamless as possible, Trustly offers an innovative payment platform, bridging the gap between consumers and merchants. Its technology ensures that transactions are processed in real-time, providing both speed and security for all parties involved.
Trustly's dedication to revolutionizing the payments industry is reflected in its collaborations with major brands such as PayPal, eBay, and Hargreaves Lansdown in Europe and FanDuel, T-Mobile, and Coinbase in North America. To date, Trustly has transformed the performance and experience of payments for over 9,000 merchants in 30+ markets, connecting them to 650+ million consumers through 12,000 banks.
Trustly is a licensed Payment Institution under the second payment services directive (PSD2). It operates under the supervision of the Swedish Financial Supervisory Authority in the EU, EEA and the Financial Conduct Authority in the UK. In the US, Trustly is state-regulated as required to serve its target markets.