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Educational Content Creator

2 weeks ago

Calgary, Canada Helcim Full time

**ABOUT HELCIM**

Helcim was founded with a mission at heart: to be the world’s most loved payment system. We believe that by offering small businesses in North America a decidedly human payment solution where it is easier to sign up and use while being transparent and affordable, we can empower them to grow and prosper. Simply put, helping small businesses thrive is at the very core of our business model, and we think that’s a great way to do business.

From the very start, we knew that we wanted to be different from every other credit card processor out there. We want the merchants we serve to feel supported and see us as a trusted partner rather than simply just another “cost of doing business.” We are relentless in our pursuit to provide a radically transparent and honest payments solution that flat out saves business owners money, all while treating them like human beings.

**THE POSITION**

We are seeking an **Educational Content Creator** who will be responsible for developing clear, engaging, and highly effective customer support documentation and videos. You will help shape the way customers interact with our product by creating intuitive resources that educate and guide them through various features and functionalities. This role combines technical writing, content creation, and multimedia production to deliver exceptional user education.

**A SUCCESSFUL CANDIDATE WILL LOOK AFTER;**
- ** Create High-Quality Support Documentation**:

- Write, edit, and maintain detailed, user-friendly support guides, FAQs, and troubleshooting documents for our customers.
- Ensure all documentation is up-to-date, accurate, and reflective of current product features. Collaborate with product and engineering teams to deeply understand new features and translate them into clear, actionable content.
- **Produce Engaging Video Tutorials**:

- Develop clear, concise, and visually appealing video tutorials that educate users on various aspects of our product.
- Script, record, and edit short instructional videos using screen recordings, voiceovers, and on-screen annotations. Maintain consistency in branding, tone, and style across all video content.
- **Content Strategy & Knowledge Base Management**:

- Help design and organize our knowledge base for maximum usability and customer satisfaction.
- Analyze customer feedback, support trends, and usage data to identify content gaps and areas for improvement. Continuously improve the effectiveness of support content by implementing feedback from users and internal teams.
- **Cross-Department Collaboration**:

- Work closely with the customer support, marketing, and product teams to align on messaging, product updates, and customer pain points.
- Partner with other internal teams to ensure that help content is easily accessible within the product.

**KEY COMPETENCIES**
- **Experience & Skills**:

- Proven experience in **technical writing**, creating customer support documentation, or a similar role.
- **Video production skills**: experience with screen recording software and video editing tools.
- Strong writing and editing skills with an ability to explain complex concepts in a simple, concise manner.
- A creative eye for visual content design and an ability to adhere to brand standards. Familiarity with customer support platforms and knowledge base systems (e.g., Zendesk, Freshdesk, or similar).
- **Technical Proficiency**:

- The ability to learn complex software quickly.
- Proficiency in **video scripting, recording, and editing** techniques.
- **Soft Skills**:

- Excellent verbal and written communication skills.
- Strong attention to detail and a passion for creating high-quality content.
- Self-motivated and able to manage multiple projects simultaneously while meeting deadlines.
- A **customer-first mindset** with a genuine desire to help users succeed.

**HELCIM CULTURE IS;**

Being builders: We build things ourselves and we build them well. We use technology and our creativity to overcome challenges that would seem beyond the capability of a company our size. We improve what is already there, invent our way out of problems and we never stop dreaming of better.

Choosing the harder path: We believe that the right decisions are usually the harder ones, so we embrace the challenge and endure when others quit. We choose what is difficult because it is more rewarding in the long-term, and makes us resilient, so that we not only survive but thrive.

Creating trust: We earn trust by striving to be our best selves every day and by lifting those around us. We recognize that trust is hard to earn, easy to lose and is tested continuously over time, so we make trust our way of life.

Contributing to a company of many: We are stronger because of our collective passion, diversity, and fellowship. We believe only great teams can accomplish great things, and we ask the very best of each other. Together we create our own future.

**WORKING AT HELCIM**

Joining Helcim means joi