Responsibilities:

• Create, maintain, and update online knowledge base articles, user guides, and tutorials for customers.

• Develop and maintain internal support documentation, including standard operating procedures (SOPs) and troubleshooting guides.

• Collaborate with support, product, and development teams to gather information on new features, updates, and workflows.

• Translate technical concepts into clear, concise, and easy-to-understand content for nontechnical audiences.

• Review and refine existing documentation to ensure accuracy, consistency, and alignment with brand tone and style.

• Organise and structure content for easy navigation and searchability.

• Assist with content formatting, screenshots, diagrams, and other visual aids to enhance user understanding.

• Monitor feedback from users and the support team to improve and expand documentation.

Job Requirements

• Strong understanding of Knowledge Management principles, especially in service delivery environments.

• Content design and enablement expertise, including creating visual guides, walkthroughs, and training materials.

• Proven experience in technical writing, content creation, or documentation (preferably within a SaaS or software environment).

• Strong written communication skills with exceptional attention to detail.

• Ability to understand complex software features and explain them in plain language.

• Experience working with knowledge base platforms (e.g., Zendesk Guide, Freshdesk, Confluence, or similar).

• Familiarity with content structuring, SEO for help articles, and version control of documents.

• Ability to work independently while collaborating with cross-functional teams.

• Previous experience in the dental, healthcare, or SaaS industry is highly desirable but not essential.