About this position

RepSpark is a rapidly growing SaaS B2B eCommerce software company based in Southern California. We are seeking a full-time Customer Support Technical Writer to join our expanding Customer Support team. This team is responsible for enhancing our customer-facing support knowledge base and internal product and process documentation. As a Technical Writer, you will play a crucial role in creating and maintaining comprehensive product and process documentation, ensuring our customers have clear and concise support resources to streamline their use of RepSpark. This is an exciting opportunity to contribute to our technology-driven solutions and improve the overall customer experience in the apparel, footwear, and accessories industries.

Job Summary

The Technical Writer will be responsible for creating, updating, and maintaining comprehensive product and process documentation for RepSpark's Customer Support team. This role requires a detail-oriented individual with strong writing skills, a passion for technology, and the ability to convey complex information clearly and concisely. The Technical Writer will collaborate with various teams, including Product Management, Engineering, Professional Services, and Customer Support, to ensure accurate and up-to-date documentation.

Key Responsibilities

Develop and Maintain Customer-Facing Documentation:
  • Create and update written and visual material for user manuals, FAQs, how-to guides, troubleshooting articles, and other support documents for the customer-facing knowledge base.
  • Ensure documentation is clear, concise, and accessible to customers with varying levels of technical expertise while maintaining a consistent voice adhering to brand guidelines.
  • Collaborate with the Customer Support team to identify common issues and areas where documentation can improve customer self-service.
Internal Product and Process Documentation:
  • Develop and maintain internal documentation, including product specifications, process workflows, and support procedures.
  • Work with Product Management and Engineering to document new features, updates, and changes in product releases.
  • Create and update internal training materials for the Customer Support and Professional Services teams.
Content Management:
  • Organize and manage documentation repositories to ensure easy access and retrieval of information.
  • Implement and maintain version control for all documentation to ensure accuracy and consistency.
  • Utilize content management systems (e.g., HubSpot Service Hub, Confluence, or similar) to publish and update documentation.
Collaboration and Communication:
  • Work closely with cross-functional teams to gather information and ensure documentation reflects current product features and processes.
  • Participate in meetings with Product Management, Engineering, and Customer Support to stay informed about product developments and support needs.
  • Provide feedback and suggestions to improve product usability and support processes based on documentation experience.
Quality Assurance:
  • Review and edit documentation for accuracy, clarity, grammar, and style.
  • Conduct regular audits of existing documentation to ensure it remains current and relevant.
  • Collect and incorporate feedback from users and stakeholders to continuously improve documentation quality.
  • Review engagement across knowledge base with metrics on page views and collaborate with the support team to correlate to ticket volumes.
Qualifications:
  • Education: Bachelor’s degree in Technical Writing, Communications, Computer Science, or a related field.
  • Experience: Minimum of 3 years of experience in technical writing, preferably in a software or technology company.
  • Excellent written and verbal communication skills.
  • Strong attention to detail and ability to write in a clear and concise manner.
  • Proficiency in using documentation tools and content management systems (e.g., HubSpot Service Hub, Confluence, MadCap Flare, or similar).
  • Familiarity with software development processes and terminology.
  • Ability to work independently and manage multiple projects simultaneously.
  • Strong organizational and time management skills.
  • Experience with SaaS products and services. (Preferred)
  • Knowledge of HTML, CSS, and basic web design principles. (Preferred)
  • Familiarity with customer support workflows and tools. (Preferred)

About RepSpark

RepSpark is the leading SaaS B2B wholesale ecommerce platform designed to help brands sell intelligently. Our cloud-based software applications empower brands in the apparel, footwear, and accessories industries to streamline their wholesale processes and enhance the customer experience. With a focus on creating cutting-edge technology, design, and back-end functionality, our dedicated development team takes pride in delivering a top-notch platform.


Why Work Here

RepSpark offers exciting opportunities for career growth and development in a rapidly expanding company. Join our dynamic team and contribute to revolutionizing the way brands sell in the wholesale industry.