Tech Writer

**Overview**:
**This is a hybrid role that will require time in-office.**

The TurboTax Customer Success team is looking for a technical writer to create, write and edit contextual and personalized help content. Each year we help millions of customers find answers to their questions by providing amazing self-help experiences. We work in a fun, dynamic, and fast-paced environment where we succeed as a team. If you’ve got what it takes, we’d love to hear from you

Job Scope
- Develop point of need and personalized content to address potential customer questions at each step of the tax filing experience.
- Build help experiences that push the envelope of front-end engineering, using AI/ML and new technologies.
- Help solve problems at scale by building design tools and frameworks for personalized content.
- Engage in the entire help system lifecycle to accelerate the content personalization strategy through technical proofs-of-concept, prototyping and partnerships.

**What you'll bring**:

- Bachelor's degree in English or technical writing; related degree or 3+ years of technical writing experience.
- Experience working in a structured authoring environment such as DITA/XML or HTML.
- Experience using authoring/content creation tools such as Wordpress, Oxygen XML Editor, OpenGrok, Git and GitHub, etc.
- Ability to quickly synthesize and extrapolate data to effectively optimize content.
- Excellent problem-solving skills.
- Strong ability to plan, prioritize, and carry out complex writing projects with attention to detail.
- Ability to operate independently.
- Excellent organizational and time-management skills.
- Team player willing and able to pitch in whenever and wherever needed.
- Technical skills
- Understand help systems, design systems, usability, accessibility, modularity, and frameworks.
- Strong command of front-end code skills and frameworks along with design fundamentals.
- Solid narrative storytelling skills.
- Proficiency in coding best practices, design systems, tools, and frameworks.
- Ability to create proofs-of-concepts including integration of complex technologies and capabilities like AI/ML, frameworks, and substantial sets of real data.
- Good knowledge of SEO and search mechanisms (e.g. knowledge maps, search keywords, tags) to optimize documentation
- Knowledge of best practices gathered from industry standards, data and supported help systems
- Experience generating new content from scratch by using resources such as UI specifications and research as inputs
- Experience working with Content Management Systems (CMS) to produce content
- Experience successfully leading content projects working across an information structure
- Working knowledge of industry trends in content/experience delivery.
- Leadership skills
- Strong interpersonal skills - work with others both within their team and across organizational boundaries and collaborate effectively
- Communicate strategy, direction and content creation plans effectively to stakeholders.
- Identify areas for improvement and solicit ideas from stakeholders.
- Make timely, effective decisions with less than complete information.
- Build shared vision by listening to feedback from stakeholders, team, and leadership and incorporate it into recommendations or decisions.

**How you will lead**:

- Create new help content using product UI specifications, research and data as inputs.
- Create documentation on the process of contextual and personalized help content production.
- Define, coordinate, and evaluate deliverables produced by multiple stakeholder resources and requests.
- Work closely with internal stakeholders to understand key customer needs.
- Collaborate and partner with other writers and groups for information exchange and reduction of duplicate efforts.
- Partners with data science, engineering, research, and design to explore and vet proofs-of-concept, market fit, and usability.
- Manage multiple projects and priorities.
- Mentor content writers and support prioritization and strategy.
- Contribute to and maintain style guides, guidelines and processes.
- Review and spot check Content Writer work for voice and tone and Intuit style guide.
- Analyze self-help trends to plan and construct content that addresses anticipated customer needs.
- Use data to derive customer insights to help solve our customers’ biggest problems.
- Validate deliverables by performing content reviews based on quantitative data and customer feedback.
- Innovate and explore creative ideas on improving the customer experience.

Typical deliverables
- Create clear and concise point-of-need/personalized help content in DITA and Wordpress.
- Author customer FAQs and product-related help documentation.
- Develop internal technical documentation.
- Provide end-to-end assessments and strategic plans for help content systems.
- Suggest improvements based on feedback and VOC.