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Technical Writer/Analyst Jobs

Company

Restaurant365
Address , Remote
Employment type FULL_TIME
Salary
Expires 2023-07-19
Posted at 1 year ago
Job Description
Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!
  • Please note, this is a remote position
The Technical Writer/Analyst is responsible for optimizing performance of self-service resources and tools, including knowledge base articles and search, chat bot, and AI solutions. Responsibilities include project management of new implementations and initiatives, and analytical mastery of automation opportunities and challenges.

How you'll add value:

  • Create, edit, and retitle self-service content to maximize customer self-service success rates.
  • Assist Support management in the assessment of AI solutions.
  • Project manage implementation of AI solutions.
  • Measure suitability and accessibility of current self-service content.
  • Measure self-service performance baselines and improvements for regular reporting to Support leadership.
  • Study user data for existing chat bot troubleshooting wizards.
  • Propose improvements to R365 Support Center design.
  • Continually study self-service innovations and best practices, make proposals to R365 Support leadership to maximize self-service success.
  • Project manage improvement efforts to R365 Support Center.
  • Study support ticket user submission data on R365 Support Center gaps.
  • Evaluate support case classification and reporting gaps for common customer issues.
  • Study user data for R365 Support Center and search bar for improvement insights.
  • Assess and record top customer issues for every customer-facing R365 Support team.
  • Assess agent pain points for all R365 Support teams and propose improvements.
  • Ongoing management of adopted AI solutions.
  • Correct search algorithm settings to feature intended content for common user queries.
  • Other duties as assigned.
  • Propose, edit, and create new chat bot troubleshooting wizards to maximize chat self-service success.
  • Document automation opportunities for common customer issue resolution.

What you'll need to be successful in this role:

  • PREFERRED QUALIFICATIONS
  • Familiarity with Google Analytics usage and implementation.
  • Comfort with basic HTML and CSS manipulation.
  • Familiarity with AI tools.
  • Technical writing or customer-facing product documentation experience strongly preferred.
  • Familiarity with chat bot tools.
  • Bachelor’s degree or equivalent work experience (BA in English preferred).
  • Comfort with slideshow creation and presentation.
  • Strong writing and content organization skills, knowledge of editorial best practices.
  • Skill at creating and maintaining data sets and visuals.

R365 Team Member Benefits & Perks

  • Competitive compensation package
  • Ability to work remote or hybrid
  • 401k + matching
  • Comprehensive medical benefits
  • Philanthropy events
  • Unlimited PTO + Company holidays
  • Equity Option Grant
  • Wellness initiatives
  • Salaried Position: $67K-$89K

Why join our amazing team?

  • We're a community that prides itself in creating innovative solutions and producing quality work
  • Our product is the secret ingredient that makes a real difference to restaurants nationwide
R365 is an Equal Opportunity Employer and we encourage all forward-thinkers who embrace change and possess a positive attitude to apply.