JOB OVERVIEW:

We are seeking a meticulous and detail-oriented Technical Process Writer to join our Customer Support Department. In this role, you will document and refine processes, create technical guides, and ensure that all procedures are clear, comprehensive, and aligned with industry best practices. You will work closely with our customer support teams, subject matter experts, and management to produce accurate documentation that helps improve team efficiency and service delivery.

KEY RESPONSIBILITIES:

• Develop and maintain detailed technical process documentation for customer support operations, including workflows, standard operating procedures (SOPs), FAQs, troubleshooting guides, and knowledge base articles.
• Collaborate with customer support teams to identify areas that require detailed process documentation and improvement.
• Ensure that all technical documentation is consistent, clear, and user-friendly, making it easy for agents to follow and reference during customer interactions.
• Work with cross-functional teams, including product and engineering, to document technical processes and system functionality that directly impact customer support.
• Update and revise documents regularly to reflect process changes, new tools, and system updates.
• Create training manuals and materials for new technologies, tools, and processes to support onboarding and continuous training of customer support agents.
• Review and edit documentation to ensure compliance with internal guidelines, style guides, and regulatory standards.
• Provide input into the design of new tools and processes to improve customer service efficiency.
• Monitor and assess the effectiveness of existing documentation, gathering feedback from users to implement improvements.
• Ensure that all customer-facing and internal documentation is easily accessible and up-to-date in knowledge management systems.

REQUIRED SKILLS & QUALIFICATIONS:

• Proven experience as a technical writer, process writer, or documentation specialist, ideally in a customer support or technical environment.
• Strong writing and editing skills with a keen eye for detail.
• Ability to break down complex technical information into easy-to-understand documentation.
• Experience with creating process documentation, knowledge base articles, and user manuals.
• Strong understanding of technical concepts and the ability to communicate them clearly to both technical and non-technical audiences.
• Excellent organizational and time-management skills.
• Familiarity with content management systems, knowledge management platforms, and documentation tools (e.g., Confluence, SharePoint, etc.).
• Ability to work independently and collaborate with various teams to gather information and feedback.
• Strong problem-solving skills and a proactive approach to improving processes.
• Ability to work under tight deadlines and manage multiple projects simultaneously.
• Excellent level of English and Latvian language.

PREFERRED QUALIFICATIONS:

• Higher education related to linguistics, communications or the IT field would be a plus.
• Experience in the iGaming or customer support industry.
• Familiarity with industry standards and best practices for technical writing.
• Knowledge of customer service platforms, CRM systems, and customer support technologies.
• Certification in technical writing or process management (e.g., Certified Technical Communicator).

WE OFFER:

• Great opportunity to take part in the development of a growth- and innovation-driven company and build its future.
• Dynamic work in a rapidly growing international company with personal development possibilities.
• Professional team with various international backgrounds to collaborate.
• Opportunity for career development.
• Wide benefits package: annual company performance bonus, extra day off on your birthday, dedicated days off for your physical and mental health, additional vacation days depending on the length of employment, health insurance policy, wellness and team-building events, dedicated budget for your training and development, paid online consultations with certified therapists and so much more!