Technical Writer

Fuelling the business of fun.

Not just a game-changer, it’s a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability.

With Embed’s platform, a business (single or multi-location) has real-time visibility and control across the entire operation: a full range of games management, real-time prize inventory, from guest party planning and bookings via mobile to integrated point-of-sales, including bundles and upsell packages, self-recycling game card kiosks and so much more. And it is all interconnected.

We have offices across the globe: USA, EMEA, and Asia. With more than 1,000 customers and over 3,000 installations in 56 countries, we are equipped and ready to empower Family Entertainment businesses with direct sales, services, and support anytime, anywhere.

We are in the business of fun and no one takes fun more seriously than us, which is why we put our people at the heart of everything we do, and how we do it. Get inspired because no one’s having more fun than us.

Position Summary

As a member of our Global Training and Development team, you form part of the team that helps customers resolve issues and minimise the impact to their business. You will partner with hardware engineers and software developers to translate complex technical information into user-friendly content for people of diverse backgrounds.
In this role, you will develop relationships and build rapport with hardware engineers, software developers, Subject Matter Experts, and Customer Support to improve the customer experience by creating articles, guides, how-to manuals, work instructions, and “frequently asked questions” pages to help our customers and users within our company to resolve customers' queries.
In addition, you will conduct research on various topics through personal observation, Internet research, and discussions with technical experts to create and deliver content through a host of online and interactive technologies.

Key Responsilbilities
- Translate complex technical information into user-friendly content for people of diverse backgrounds
- Establish and maintain relationships with Functional Managers and Subject Matter Experts to gain insights into the content creation needs of the organization
- Responsible for self-developing skills and technical knowledge on existing and new products and features
- Partner with software developers to translate technical software update information into user-friendly Release Notes
- Partner with Business Analysts and Customer Support to improve the customer experience through product design enhancements after software updates/upgrades are released
- Partner with Marketing to standardize content and formats across platforms
- Build the organization’s knowledge base by writing and revising technical documents as new issues arise
- Evaluate current content and collaborate with hardware engineers, software developers, and Customer Support to develop new innovative approaches to enhance product usability
- Document and share articles, guides, how-to manuals, work instructions, and “frequently asked questions” pages
- Use photographs, drawings, diagrams, videos, and charts to increase users’ understanding
- Select appropriate mediums for content, such as manuals, online videos, etc.
Required skills and experience
- Expert ability in writing and explaining technical information clearly
- Excellent communication skills both written and verbal
- Advance ability in understanding, translating and explaining complex technical information to people who have non-technical backgrounds
- Advance ability to build strong relationships with internal team members
- Advance ability to prioritize and manage multiple projects simultaneously and balance time among multiple activities
- Continuous improvement mindset and preparedness for new approaches and solutions to enhance the Customer On-Boarding process
- Highly organized and efficient with strong attention to detail
- Advance ability to understand and learn complex technical topics quickly
- Advance ability to manage time effectively and meet deadlines
- Self-motivated with a passion for customer service and IT and the ability to learn and adapt to new technologies
- Natural desire to teach and help people understand things that are hard to understand
- Advance ability to think about a procedure or product in the way that a person without technical experience would think about it
- Advance ability in working with engineering to improve user experience and help refine content and create visuals and diagrams for technical support content
- Advance ability in creating imaginative and well thought out detailed instructions for others to follow
- Advance ability in writing procedural documentation for multiple audiences
Qualifications and Edu