About Us: 
At DreamBox, we believe all children can excel at learning, no matter where they start, where they live, or who they are. Along with district administrators, teachers, principals, and parents, we are dedicated to helping children realize their potential. Yet every child must be challenged, encouraged, and engaged in an individual way.
About the Role:
This role is accountable for the short and long-term support health of DreamBox customers by providing internal process and procedural documentation, project documentation, and both internal and external customer facing knowledge base content. The technical writer also provides mentorship and guidance to other team members surrounding documentation and document control methodologies and manages all CS/CX organizational content and document libraries.
What You'll Be Doing:

• Plan, develop, organize, write and edit operational procedures and manuals
• Produce and manage customer facing knowledge-base content
• Create user documentation including how-to guides and instruction manuals
• Maintain a comprehensive library of terminology and documentation
• Ensure that revision management and document control is maintained
• Analyze documents to maintain continuity of style of content
• Manage updates and revisions to technical literature
• Interface effectively with peer managers, DreamBox leadership, and other departments
• Support other groups and other departments within DreamBox in the deployment of ongoing initiatives and/or projects
• Perform other duties as assigned

About You:

• Minimum of 3+ years of technical writing experience
• Knowledgeable of personal computing hardware platforms, basic network technology, and software in addition to experience with SaaS
• Prior experience creating knowledge-base self-help/self service content and documentation structures
• K-12 or Ed-Tech industry experience preferred
• Proven experience working in a technical writing/copy-writing position
• Strong attention to detail
• Able to write in explanatory and procedural styles for multiple audiences
• Must have extremely strong organizational skills
• Exceptional communications skills
• Must have excellent interpersonal skills to interact with a variety of customers, staff, and DreamBox leadership
• Must be passionate about customer experience, satisfaction, and quality of team performance
• Able to leverage available resources to make improvements and achieve results
• Must thrive in a fast paced, multifaceted, ambiguous environment
• Solid understanding of knowledge-base principals and best practices for knowledge-base content creation
• Experienced user of MS Office and Adobe productivity tools
• Experience with Salesforce CRM platform (or similar) in addition to call center ACD/IVR support platforms
• Ability to stay up to date on features/functionality of current products/releases