First Advantage
Customer Experience Technical Writer (Philippines-based)
36
eNPS Score
- Job Info
- Why First Advantage
As a Technical Writer, you will be responsible for creating and maintaining a variety of documentation, including Standard Operating Procedures, training materials, and user manuals, ensuring that all content is tailored to meet the needs of both technical and non-technical audiences. You will collaborate closely with cross-functional teams to gather product and documentation requirements, while also taking ownership of projects from start to finish. Your expertise in Salesforce will be crucial as you design and manage Salesforce Experience Cloud Sites and maintain a Salesforce Knowledge instance, ensuring high-quality knowledge management practices. Additionally, you will review and edit content produced by team members, striving for clarity and accessibility in all technical communications. Your ability to adapt to changing priorities and your innovative approach to improving processes will be key to your success in this role.
RESPONSIBILITIES
RESPONSIBILITIES
- Create and develop comprehensive documentation including Standard Operating Procedures, instruction manuals, training materials, policies, and work instructions tailored to the needs of diverse audiences, ensuring clarity and accessibility for both candidates and customers.
- Collaborate with cross-functional teams to gather and define product and documentation requirements for both existing and new First Advantage products, services, and implementations, ensuring alignment with organizational goals.
- Design and implement Salesforce Experience Cloud Sites using Salesforce Site Builder, while writing and maintaining basic HTML and CSS code to enhance user experience and functionality.
- Manage and maintain a Salesforce Knowledge instance across the First Advantage organization, ensuring high service levels, quality of the knowledge base, and effective audience administration for all knowledge management activities.
- Translate complex technical information into clear, concise language that is easily understood by non-technical audiences, facilitating better comprehension and usability.
- Review, proofread, and edit content produced by team members, ensuring accuracy, consistency, and adherence to established standards before publication.
- Technical Writing Experience: Proven experience in technical writing, specifically in creating service, product, and client-facing documentation, with a strong portfolio demonstrating your ability to convey complex information clearly.
- Global Perspective: Experience working in a global or international service environment, with the ability to adapt content for diverse audiences across different cultures and regions.
- Self-Motivation: Demonstrated ability to take initiative, assume ownership of projects, and work independently with minimal supervision while managing multiple priorities effectively.
- Salesforce Proficiency: Working knowledge of Salesforce, including experience with Salesforce Experience Cloud and the ability to design and maintain sites using Salesforce Site Builder.
- Technical Skills: Familiarity with basic HTML and CSS coding, as well as proficiency in Microsoft Office Suite and Adobe Acrobat Reader for document creation and editing.
- Attention to Detail: Strong proofreading and editing skills, with a keen eye for detail to ensure accuracy and consistency in all documentation.
- Communication Skills: Excellent verbal and written communication skills, with the ability to translate technical jargon into user-friendly language for non-technical audiences.
- Adaptability: Ability to thrive in a fast-paced environment, demonstrating flexibility in adjusting to changing priorities and demands while maintaining high-quality standards.
- Lifelong Learner: A commitment to continuous learning and professional development, with a genuine interest in the Human Capital sector and the intersection of people, processes, and technology.
- Minimum of a High School Diploma; a degree in English, Communications, Technical Writing, or a related field
- 2+ years of experience in technical writing, particularly in a service-oriented or technology-driven environment, with a strong portfolio showcasing relevant documentation.
- Experience in a global or international service setting, demonstrating the ability to adapt content for diverse audiences and cultural contexts.
- Proven track record of managing projects from inception to completion, with the ability to work independently and collaboratively within cross-functional teams.
- Familiarity with Salesforce and experience in designing and maintaining Salesforce Experience Cloud Sites, as well as managing a Salesforce Knowledge instance.
- Demonstrated proficiency in HTML and CSS, with the ability to apply these skills in documentation and site design.
- Strong background in creating user-friendly documentation that effectively communicates technical information to non-technical audiences.
- For remote or hybrid positions, you need to have a dedicated workspace that is free from distractions and ensures privacy.
- Working at home requires internet speeds that can support the Company systems; a minimum download speed of 120mps and 10mbp upload is required. Computers should be hard wired to a router (We provide equipment).
- All remote employees should be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.
- Work schedule is 8 PM – 5 AM PHT (night shift).
Working at First Advantage
Overall Culture Score
4.6/5
CEO Score
Top
5%
Scott Staples
Top 5% of Similar Sized Companies on Comparably
Awards
Reviews from current employees
Our leadership team is focused on making First Advantage the best place to work at.
The transparency and openness was refreshing
The open communication, positive intent and drive to continue to grow together.
Videos
Diversity at First Advantage
Top
25%
Gender Score
As rated by current employees on Comparably
Diversity Score
As rated by current employees on Comparably
Perks and Benefits
- Health & Wellness
- Dental Insurance
- Vision Insurance
- Health Insurance
- Life Insurance
- Paid Time Off
- PTO / Vacation Policy
- Paid Holidays
- Financial Benefits
- 401K / Retirement Plan
- Employee Stock Purchase Plan
- Tuition Reimbursement
- Office Perks
- Work From Home Policy
eNPS
| 53% | Promoters |
|---|---|
| 30% | Passive |
| 17% | Detractors |
First Advantage's Employee Net Promoter Score (eNPS) is 36, as rated by 884 employees. This means 53% of First Advantage employees would encourage their friends to become coworkers today.
3 Cool Reasons to Work at First Advantage
- First Advantage is undergoing a technology transformation and is in a time of significant growth.
- The company is backed by Silver Lake Partners, the global leader in technology investing.
- It's a truly global organization with customers and teams members around the world.