Technical Writer - EBG

EBG is an e-commerce solutions provider specializing in travel and entertainment, and also offering retail products and services, voluntary benefits and insurance. 

EBG powers a robust portfolio of technology solutions and operates a network of employer and membership-based platforms reaching a captive audience, providing leading brands with incremental distribution opportunities. EBG's expanded network reaches over 100 million users from participating companies and closed loop affinity and membership groups. 

EBG owns and operates one of the largest and most comprehensive employee savings programs in the country — serving over 40,000 corporate clients through its proprietary platforms TicketsatWork, Plum Benefits, Working Advantage and Beneplace. 

EBG is a b2b2c company headquartered in Miami (Aventura), with offices in New York, Orlando, Austin and Las Vegas. We offer a hybrid work environment with a balance of collaboration and flexibility.

EBG has an opportunity for an experienced technical writer to join our team and help enhance and scale our services. In this role you will bring proven success as a technical writer or BA in a technical environment such as software development, computer science, or IT engineering. You will have the ability to evaluate and analyze complex information, processes and systems along with a natural desire to help people understand these topics. You will produce high-quality documentation for both technical and non-technical users. The success of your projects depends on collaboration with developers, quality assurance analysts, product managers, usability experts and subject matter experts.

Your contributions will enable EBG to consistently and efficiently service our users and clients, ultimately impacting bottom line growth. You will be highly visible, working across functional teams to provide documentation of processes and systems.

This role is hybrid and will have 2 days per week onsite in the office.

Responsibilities

• Gain deep understanding of products, platforms, systems and services to translate complex technical information into audience-appropriate resources.
• Develop and maintain a detailed database of reference materials, including research, usability tests, and design specifications.
• Evaluate current content and develop innovative methods for improvement.
• Research, outline, write, and edit content, working closely with various departments to understand and develop comprehensive documentation that meets organizational standards.
• Gather information from subject-matter experts and develop, organize, and write procedure manuals, technical specifications, and process documentation.
• Work with development and support leads to identify documentation repositories, revise and edit, and determine best solutions for data compilation and centralized storage.
• Research, create, and maintain information architecture templates that adhere to organizational and legal standards and allow for easy data migration.
• Develop content in alternative media forms for maximum usability, with consistent voice across all documentation.
• Create tutorials to help end-users use a variety of applications.
• Analyze existing and potential content, focusing on reuse and single-sourcing opportunities.
• Create and maintain the information architecture, determining the clearest and most logical way to present information for greatest reader comprehension.
• Generate innovative ideas for content and workflow solutions.
• Analyze information required for the development or update of policy, procedure and form documentation.
• Review and/or copyedit content developed by other members of the team.

#LI-Hybrid

• Bachelor’s degree (or equivalent) in journalism, communications, or relevant technical field and two or more years of experience as an effective technical writer or an equivalent combination of education and experience
• Experience in writing documentation and procedure manuals for various audiences (technology/software related)
• Superb written and verbal communication skills, with a keen attention to detail
• Curious and detailed
• Experience in working with engineers to improve user experience (ex: design, UI), refine content, and create visuals and diagrams for technical support content including system maps and process flows
• Ability to handle multiple projects simultaneously
• Ability to read business requirements and other technical resources to pull relevant details and concepts
• Proven working experience in technical writing of software documentation
• Ability to quickly grasp complex technical concepts and make them easily understandable in text and pictures
• Strong working knowledge of Microsoft Office including SharePoint, PowerPoint, Excel and Word
• Firm understanding of SDLC (software development lifecycle)
• Understanding of knowledge bases such as wiki, Confluence (Atlassian), SharePoint, Notion 

Preferred skills and qualifications

• Previous experience in software development
• Professional certification (ex: Society for Technical Communication)

EBG offers outstanding employee benefits including:

• Medical, Dental & Vision
• 401k Match
• Short Term Disability, Long Term Disability (Company Paid)
• Company Paid Basic Life and AD&D
• Additional Voluntary Benefits 
• Flexible Work Arrangements
• 3 Weeks of PTO + 5 Personal Days
• Paid Holiday Break from Christmas to New Year
• Paid Holidays
• Fitness Reimbursement Program
• Annual Day of Giving
• Share in the FUN! EBG gives $1000 per year in Tickets-At-Work gift cards to full-time employees to experience and enjoy the savings marketplace!

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. All your information will be kept confidential according to EEO guidelines.