Reporting to The Senior Manager of Technical Integration and Support, the Technical Writer focuses on cultivating a deep understanding of Andgo's product and customer needs and translating that into content that drives outcomes. Your documents will guide customers from design to product launch and continue through ongoing support.

What you bring to the team

You bring a customer first mindset to your delivery. You possess excellent overall writing skills in a number of different styles/tones along with impeccable spelling and grammar. You have a passion for learning and an ability to take complex information and turn it into engaging, digestible content. You deeply enjoy helping customers achieve their business goals by creating content that makes an impact on their overall experience with Andgo. You are fluent in Zendesk and Confluence.

What you’ll be doing

Content Strategy & Management

• Own and maintain product documentation, identifying when updates or new content are needed.
• Continuously improve documentation to enhance clarity, consistency, and accessibility.
• Develop innovative ways to simplify and present complex technical concepts.

Feature Documentation & Collaboration

• Manage end-to-end documentation for feature launches, working closely with Product, Engineering, and other teams.
• Ensure all product changes are accurately documented before release.
• Partner with teams across the company, including success engineering and product marketing, to ensure cohesive and effective documentation.

Content Development & Optimization

• Identify content gaps by gathering feedback from internal teams, customers, and data analysis.
• Create and maintain a variety of content, including how-to guides, tutorials, and troubleshooting documentation.
• Use data and feedback to refine and optimize existing content, ensuring it meets customer needs.

Performance Monitoring & Improvement

• Track documentation performance using reporting dashboards.

• Analyze trends, including customer engagement, CSAT ratings, and support ticket impact, to identify areas for improvement.

• Leverage insights to recommend new content and enhance existing materials.

The ideal candidate

• Proven experience as a Technical Writer in a SaaS, software, or technical environment.

• Strong ability to translate complex technical concepts into clear, concise, and engaging content.

• Experience working with engineering, product management, and customer experience teams.

• Familiarity with documentation tools and content management systems (i.e. Zendesk, Confluence, etc.).

• Ability to analyze user behavior and feedback to improve documentation.

• Excellent writing, editing, and communication skills.

• Exceptional communication, writing, ability to manage time and resources in the face of competing priorities.

• Experience with working in a software support organization.

Nice to haves

• Experience with Enterprise Scheduling Software (ie.: Ultimate Kronos Group (UKG) scheduling systems such as Pro Workforce Management or INFOR scheduling system)

• Experience with Healthcare industries

• Experience with complex scheduling environments

• Experience with HRIS systems

Work With Us!

• Remote-Friendly: Work from anywhere within Canada.
• Health & Dental Benefits: Comprehensive health and dental coverage.
• Professional Development: Budget for professional development to help you grow in your career.
• Vacation: 4 weeks of vacation to recharge and relax.
• Flexible Hours: Flexible working hours to suit your lifestyle.
• 10% Time: Opportunity to work on side projects of your choosing.
• Home Office Setup: Budget to set up your home office.
• Great Team: Collaborative and supportive team members.
• Impact: Opportunity to make a significant impact in the healthcare industry.

**If you feel like you might not possess all the qualities we are looking for, we still want to hear from you! We believe in growing talent and building a diverse team that values growth and personal development.**

About Us

Simplifying complex interactions, Andgo facilitates communication for unplanned, immediate need vacancies and planned absences, ensuring the right person is in the right shift at the right time.

As a team we work best when we work closely together, and when ideas can be exchanged openly and honestly. We want our team to understand the “why” of the work they’re doing, and how it fits into the overall picture of Andgo as a product and business.

Andgo Culture

The culture at Andgo Systems is by D.E.S.I.G.N.

• Does the right thing. We are intentional in determining the right course of action. We do what’s right, not what’s easy, even when no one is looking.
• Exhibits a growth mindset. Andgo is a growth company. We invest in ourselves and seek knowledge to achieve this growth.
  What got us here is not going to get us there.
• **Shows authentic self.**We bring our whole selves to work. We have fun, support each other, and contribute positively to our shared culture. We are curious, not judgemental.
• Innovate & iterate. We thoughtfully experiment and push the boundary, knowing that even when we ‘fail’ it moves us forward.
• Good people help first. We add value to every interaction. We have a service-first mentality, whether it’s helping a co-worker or a customer. We listen empathetically.
• No ego. We give and receive feedback openly and honestly. We understand feedback is an important process of improvement and we are willing to change our views when presented with new information.

These shared core values are how we hire, review, reward, and recognize our team, so it’s important that you share these values in order to be a part of the Andgo team.