Hybrid Technical Writer, Trainer

at Helcim

• Job title: Technical Writer, Trainer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Calgary, Canada

About the role

• Technical Writer & Trainer responsible for technical documentation and staff training at Helcim. Empowering users with clear guidance on Helcim's payment platform through comprehensive documentation and training initiatives.

Responsibilities

• Create High-Quality Technical Documentation: Write, edit, and maintain user-friendly support guides and FAQs for our external knowledge base (learn.helcim.com).
• Simplify the complex: Translate technical updates and new features into clear, actionable guides that help small business owners manage their payments with ease.
• Audit regularly: Ensure all documentation is accurate, up-to-date, and reflective of the current Helcim experience.
• Navigate and document technical environments beyond the UI, including API references, webhooks, and third-party integrations. The candidate must be comfortable "looking under the hood" to explain how data flows between Helcim and a merchant’s existing software stack.
• Drive Internal Training & Education: Internal Upskilling: Develop training materials (decks, guides, and quizzes) to keep the Customer Success, Support and Sales teams informed on new feature releases.
• Lead Training Sessions: Facilitate "Product Deep Dives" and onboarding sessions to ensure every Helcim team member is an expert on our platform.
• Knowledge Management: Establish and own standards for internal process documentation to organize internal resources, so that staff can find answers quickly and provide superior support to our merchants.
• Become a Platform Expert & Product Contributor: Continuous Learning: Deeply explore every corner of the Helcim platform to understand the "how" and "why" behind every feature.
• Feedback Loop: As you document and train, identify areas of friction or confusion within the product. Provide tertiary feedback to the Product, Design, and Development teams to help improve the user experience and clarity of the platform.
• Technical to Tactical Translation: Ability to deconstruct complex software logic and rebuild to digestible explanations that a small business owner can act on immediately.

Requirements

• Proven Technical Writing: Experience creating customer-facing support documentation or internal technical manuals.
• Instructional Ability: Comfortable explaining complex concepts to others, whether in writing or through live internal training sessions.
• Platform Proficiency: A natural knack for learning software quickly and the ability to explain it to both technical and non-technical audiences.
• Attention to Detail: A "sharp eye" for consistency in tone, branding, and technical accuracy.
• Soft Skills: Communication: Excellent verbal and written skills with a talent for being concise.
• Proactive Problem Solving: The ability to see a "confusing" feature and suggest a way to make it clearer for the end user.
• Ownership: Self-motivated to manage multiple documentation and training projects simultaneously while meeting release deadlines.

Benefits

• Health and dental benefits: Through our Group Benefits, you’ll get access to dental benefits, extended healthcare benefits for drugs, vision, paramedical coverage (e.g. massage therapists, dieticians, mental health professionals), counseling, health service navigation, life insurance, critical illness and disability insurance, and more. All of these benefits come into effect on Day 1 of employment!
• Dedicated Health Spending Account (“HSA”): An additional budget available for you to spend on health-related expenses (e.g. eyeglasses, therapy).
• Maternity and Parental Leave: To help launch our team members into this phase of family life we have some additional benefits in place including salary top for the birthing parents and a bonding break for non-birthing parents.
• Stock Options: Stock options enable our team to purchase Helcim shares at a future date at a specified price. Every team member, not just people leaders and executives receive equity (aka ownership in the company).
• Vacation Time: All team members get paid vacation time and a company break in December so they can recharge when they need it.
• Flexible work location: Work and life happens at different times and places. This is why our team enjoys the flexibility of hybrid work and flexibility around hours of work, so we can all do our best work. Our hybrid work schedule offers flexibility to work from home on Tuesdays and Thursdays. Furthermore, our core hours give team members flexibility to manage other parts of their lives.
• Training: Helcim will cover 50% of the applicable training costs of up to $500 per year.