Knowledge Base Technical Writer

Reward Gateway, together with Edenred, are a global market leader in benefits and employee engagement. We help our clients and their leaders to transform employee experience that will attract, engage and retain top talent through employee benefits, strategic reward and recognition, well-being, and much more.

With our shared missions of ‘Making the World a Better Place to Work' and ‘Enriching Connections, For Good’, you’ll be contributing to improving employee engagement and building better, stronger and more resilient organisations to improve people’s daily lives. Our shared mission guides our every action and charts a sustainable path to a better future.

Your Role in Our Mission

Our mission is to make the world a better place to work, and to achieve this mission; we need a Technical Writer/Content Developer to build expert content on our platform and products for our knowledge base. As Knowledge Base Technical Writer you will play an active role in identifying knowledge gaps and building effective content to fill them. You’ll be technically minded with the ability to write communications on technical concepts and workflows to a broad audience that is simple and usable.

We’re on a journey to transform our knowledge base into a world-class knowledge hub for our products for our internal client-facing teams and clients. You will be a key part of our knowledge community driving expertise on our product and platforms so our clients can make their world a better place.

What’s In It For Me?

• A chance to be part of an extremely well-established, stable and high-growth ‘Unicorn’ SaaS company with over 50 benefits in our employee benefits package including:

• A flexible holiday plan of up to 40 days per year
• £400 a year Wellbeing Allowance
• Private Medical Insurance
• Substantial bonus payments for a number of life events including pet adoption, wedding/civil ceremony, new family, retirement
• Employee, friends and family discounts across 1200+ retail, hospitality and lifestyle brands
• Flexible, Hybrid Working: The team works on a hybrid basis with at least one day per week (Thursday) in our Tottenham Court Road office.

Key Responsibilities

• Play an active role in understanding knowledge gaps and work with the relevant stakeholders to develop content to address them
• Measure the performance of content and optimise it as needed to improve user engagement and knowledge sharing
• Collaborate with product and technical teams to write content, process flows and instructions on key features
• Actively promote the knowledge base internally as the primary resource for information and support
• Review existing articles and refine them for better engagement, knowledge sharing, and scalability
• Write accurate, well-organised, consistent, and highly effective content for new and updated features of our service in the appropriate forms (flow charts, tutorials, videos etc.)
• Prepare how-to guides, instructional content and technical concepts for our releases, updates and specific feature sets
• Create technical content for our customer support team
• Collaborate with other writers and customer support representatives to ensure that our customers receive the best possible support
• Work closely with the Knowledge Base Manager, Training Manager and wider stakeholders to identify and fill knowledge gaps
• Maintain a high level of product knowledge: Proactively develop knowledge in the Reward Gateway platform, associated modules and partner products

Skills

• Previous experience in technical writing with strong knowledge of technical writing tools and software
• Excellent problem-solving skills
• Proficient in English with effective communication and interpersonal skills
• Proficient and persuasive writing skills, with a proven ability to succinctly articulate key points and reflect technical accuracy
• Expert in producing multi-form communications for tech/SAAS products
• Bachelor's Degree in a relevant field or equivalent
• Proven ability to write communications on technical concepts to a broad audience in a way that is simple and usable
• Demonstrated experience working and collaborating across multiple teams e.g., training, engineering, account management, success teams & third parties
• Analytical with a focus on continuous improvement to measure the success and impact of internal comms and how it relates to the success of our products
• Strong technical acumen

The Interview Process

• Telephone call with a member of the Talent Acquisition Team
• Virtual or in-person interview with Director of Product Ops

At Reward Gateway | Edenred, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.

Be comfortable. Be you. We want all our employees to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, as we truly believe that diversity drives innovation. Express yourself, join our community and help us Make the World a Better Place to Work.

We hire BETTER. Find out more about Reward Gateway's approach to benefits, equality, talent, technology, empathy and what you’ll get in return for joining our Mission at rg.co/lifeatrg.