4+ years of experience developing content for enterprise software (SaaS experience preferred). Proficiency using Zendesk, MadCap Flare, and Microsoft Office tools. Excellent written and verbal communication skills with a strong grasp of English grammar and punctuation. Proactive approach to resolving problems and delivering results. Ability to follow along and keep up with technical conversations and synthesize all information to create excellent documentation. Proven ability to design and deliver content. Experience in an agile development environment. Experience in a technical writing role focused on advanced technology, VoIP preferred. Create product documentation (articles, user guides, release notes, etc.) and customer support content that is accurate, clear, and concise. Obtain a deep understanding of products and services to translate complex product information into simple, polished, and engaging content. Work in close cooperation with development, product management, customer support, UX design, and other teams to ensure your content supports a clear and useful user experience. Actively research user requirements and ensure that content is aligned with the relevant documentation standards, guidelines, and content architecture. Manage and prioritize simultaneous content projects and adhere to documentation plans and timelines. Own the content life cycle for key product areas, including quality assurance measures. Utilize skills and exercise discretion to create content that is best tailored to the needs of internal and external audiences. Research existing content and audience needs to ensure both new and existing content meets the highest standard of accuracy and user satisfaction. Integrate use case and functional data into user documentation and examples. Coordinate and prioritize the organization and publication of content in Zendesk and MadCap Flare with product releases and user needs.