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7 Mar 2022
Full-Time Technical Writer, Customer Support(Remote,US)
Job Description
At Eko, we’re dedicated to providing healthcare professionals with industry leading digital tools to hear and understand their patients’ hearts and lungs. With our platform, clinicians can detect cardiopulmonary disease with higher accuracy, diagnose with more confidence, manage treatment effectively, and ultimately give their patients the best care possible.
With over $125M in funding from partners like 3M and the Mayo Clinic, Eko has become one of the fastest growing digital health companies, doubling our customer base in the last year to over 135,000 clinicians across 4,000 U.S. hospitals. We’ve built a tremendously talented, diverse, and mission driven team and are proud to be certified as a Great Place to Work®. Together we are committed to investing in each other and our mission to ensure all patients have access to high quality care.
As a Technical Writer, Customer Support you will own all customer-facing training and support documentation. You will be responsible for executing on a strategy to increase ticket deflection through improved technical documentation and Support Center architecture. You will report to the Sr. Director of Customer Experience and work closely with the rest of the Customer Experience team to drive impactful customer experiences. This is a critical first-time role to ensure our team can scale to support the needs of our growing customer base.
As a Technical Writer, Customer Support at Eko, you will:
- Work with the Sr. Director of CX to create a strategy to increase ticket deflection and own the execution of that strategy
- Own all customer-facing support and technical content, including the Support Site organization
- Prepare, review, revise and maintain technical support documentation
- Gather and analyze technical information from various sources to document new and changing product details
- Independently gather information from technical and nontechnical stakeholders to develop, organize, and write procedure manuals, technical specifications, and process documents
- Create and organize information architecture (within Zendesk Guide)
- Develop and maintain templates for written documentation, ensuring consistency across all customer-facing documentation
- Generate ideas for content and workflow solutions
- Create or work with graphic designers to create visual aids to assist readers in understanding a product or process
- Coordinate messaging and content with Marketing and Customer Success to ensure customer content is consistent
- Work with Quality Assurance during the content approval process
- Align with Product on a regular basis to understand the Product roadmap and prep for upcoming changes, ensuring technical content is ready ahead of launches
As a Technical Writer, Customer Support at Eko, you have:
- 2+ Years of experience as a Technical Writer or similar role
- Strong analytical and writing skills, including writing and analysis of documentation for multiple audiences
- Experience working with technical and nontechnical team members and stakeholders at different levels
- Ability to follow and meet evolving project requirements and priorities in a fast-paced environment
- Understand and be able to document complex apps, including desktop, iOS, and web apps
- Be familiar with documenting app interaction workflow and UI
- Demonstrate an ability to write structured, detailed specs, and a talent for uncovering edge cases
- Be able to manage documentation schedules, reviews, and approval process
- Independently anticipate and resolve problems in a fast-paced application development team environment
As a Technical Writer, Customer Support at Eko, We Would Appreciate If You Have:
- Experience working in Healthcare SaaS
- Professional Writing or Creative Writing is a plus
Benefits and Perks We Offer:
- Eko was recognized by “Great Place to Work” in 2020 and 2021
- Paid-time off
- Medical/Dental/Vision, Disability + Life Insurance
- Volunteer time off
- One Medical membership
- Parental Leave
- 401k Matching
- Work from home equipment stipend
- Flexible schedules
- Wellness programs (Wellness Wednesdays, Time off)
- Wellness perks (Headspace, Ginger, Aaptiv, Physera)
- Learning and Development stipend
Eko is elevating the way clinicians detect and monitor cardiac and respiratory disease by bringing together advanced sensors, patient and provider software, and AI-powered analysis. Its FDA cleared platform is used by tens of thousands of clinicians treating millions of patients around the world, in-person, and through telehealth. The company is headquartered in Oakland, California and privately-held, with investments from ARTIS Ventures, NTT Venture Capital, DigiTx Ventures, Mayo Clinic, Sutter Health and others.
Eko is proud to be an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. We celebrate diversity and are committed to building a diverse and inclusive team.
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