Who we are:
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.
Motive serves more than 120,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.
Visit gomotive.com to learn more.
About the Role:
As a Motive Technical Documentation Writer, you will be responsible for the development, editing, and maintenance of our customer-facing Help Center Support articles on https://helpcenter.gomotive.com/hc/en-us. You will work closely with cross-functional teams to collect product information and write high quality articles for the Help Center. You will also contribute to the continuous improvement of internal knowledge management processes and provide valued input on improving the customer experience of the Help Center and Support. There are also several team projects that you will have the opportunity to get involved in: Help Center coding tasks, metrics reporting, SEO strategy, UX research, Chatbot flow development, video script writing, and more.
What You’ll Do:
- Write: Create, update, and maintain the Help Center support articles on https://helpcenter.gomotive.com/hc/en-us
- Prepare well-structured drafts using our Content Management System (CMS).
- Collect and edit images for articles.
- Submit work to the Senior Writer for reviews (input and approval).
- Collaborate with Product & Engineering for creation of new Support articles.
- Contribute to the continuous improvement of the team’s knowledge management processes.
- Provide valued input on improving the customer experience of Help Center and Support.
- Conduct simple keyword research and use SEO guidelines to increase web traffic.
- Help the team with coding tickets relevant to JavaScript, HTML, and CSS.
- Perform data analysis to analyze trends and patterns of user traffic on the Help Center.
- Identify customers’ needs and gaps in content and recommend new topics.
- Ensure all-around consistency in Support articles to maintain quality standards (style, fonts, images, and tone) and generate Quality Reports to report issues and fixes in the articles .
- Research industry best practices and tools, and implement them to produce high-quality Support content.
- Create articles and flows for Chatbot flows, suggesting intents for training the bot.
- Conduct Chatbot UAT to ensure bot flows are providing the expected responses.
- Own initiatives from start to finish that impact the customer experience on Help Center
What We’re Looking For:
- Proven work experience of at least 1 years as Technical Writer, Documentation Writer, Content Writer, or similar role writing customer-facing product documentation
- Excellent writing and editing skills in English (Portfolio of published articles required)
- Hands-on experience with Content Management Systems (e.g. Zendesk, WordPress, Salesforce etc.)
- Hands-on basic experience with JavaScript, HTML, and CSS
- Experience adhering to a Style Guide / Content Standard when writing documentation
- Experience working with cross-functional stakeholders
- Familiarity with SaaS and/or Hardware products
- Ability to self-motivate and work independently
- Ability to meet deadlines
- Willing to accept feedback on writing from peers
- Motivated to continuously improve writing and team processes
- Excited to work in a fast-paced environment with an innovative and hard-working team
Preferred Qualifications:
- Degree in Communications, Writing, Media, Computer Science, Engineering or similar degrees
- Technical experience with SaaS and/or Hardware products
- Experience with Google product suite (Drive, Docs, Sheets, Gmail, etc)
- Hands-on experience with Zendesk (wordpress/hubspot)
- Hands-on experience with Google Analytics
- Experience with SEO strategy
- Experience with UX Design or UX Research
- Experience designing content for a Chatbot
Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
Please review our Candidate Privacy Notice here.
The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.
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