User Assistance Specialist

Position Title: User Assistance Specialist 

Team: Engineering 

Employee Status: Full-time 

FLSA Classification: Exempt 

Travel: Little to none (<10%) 

Location: Remote 

Effective Date: Jan. 31, 2025 

Paperless Environments has been revolutionizing document management and accounts payable workflow automation since 2005. Our innovative software solutions are used by over 2000 customers across all 50 states and in 5 other countries. Our software enables customers to efficiently manage their accounts payable processing through workflow automation, document management and accounting system integration. We pride ourselves on delivering exceptional customer experiences and maintaining the highest level of customer satisfaction.  

Job Summary 

As a User Assistance Specialist at Paperless Environments, you will translate complex technical concepts into clear, concise, and user-friendly tools that our customers can access 24/7. You will work cross-functionally with engineers, product managers, QA, and customer success to ensure all materials are accurate and up to date.  

Responsibilities 

·         Work with internal teams to obtain an in-depth understanding of the product and the user assistance                                 requirements. 

·         Produce high-quality documentation, online help, user guides, how-to videos, release notes, and other related           assets that are appropriate for its intended audience. 

·         Create tutorials to help end-users use a variety of features and functionality.  

·         Analyze existing and potential content, focusing on reuse and single-sourcing opportunities.  

·         Create and maintain the information architecture.  

·         Create user assistance roadmap that outlines maintenance and innovation to drive continuous improvement             and customer satisfaction.  

·         Manage the scheduling of incoming requests as well as deadlines for user assistance assets.  

·         Propose development efforts to improve user assistance in collaboration with leadership.  

·         Gather feedback from customers, partners, and internal stakeholders for continuous improvement.  

·         Perform other duties as assigned.  

Qualifications 

·         Bachelor’s degree in communications, business, or English.  

·         Minimum of 3 years of technical writing experience with both SaaS and on-prem products.  

·         Excellent written and verbal communication skills in addition to knowledge of industry standards for technical and               business writing.  

·         Ability to quickly grasp complex technical concepts and make them easily understandable in text, pictures, and/or               videos.  

·         Ability to handle multiple projects and deadlines.  

·         Experience collaborating with engineers, product managers, customer success, and QA to deliver high quality                 user assistance assets.  

·         Experience using content authoring systems, video creation, and graphic design (preferred). 

·         Experience with Agile software development.  

·         Proficient with Microsoft Office Suite or similar software.  

What we have to offer: 

·         Competitive salary: $60k - $80k Annual DOE

·         120 hours of PTO

·         After 60 days of continuous service

o    Benefits package that includes medical, dental, and vision   

o    Budget for professional development  

o    Company paid life insurance  

·         Company matching retirement plan after one year of service  

 More About Us:    
  

Our mission is to replace paper-based processes and workflows with intelligent, paperless solutions. Paperless Environments' customers represent over 200,000 users and range from small single-digit employee construction firms to publicly traded companies with thousands of employees. 

 Learn Even More at https://www.paperlessenvironments.com  

Our Core Values:  

·         We Are Team Players  

·         We Are Customer-Focused  

·         We Have a Passion for Greatness  

·         We Are Growth-Minded  

Salary : $60,000 - $80,000