Technical Writer

Who we are

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.

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Job Description Summary:

Job Description:

Responsibilities

• Create, maintain, cross-reference, verify, publish, and organize employee self-help knowledge database. 

• Ensure all support staff, including on-site techs and global service desk, has up-to-date and relevant materials to help resolve employee IT tickets. 

• Keep all information up-to-date and consistent for both sets of users – employees and support staff. 

• Help create processes and policies for technology teams, as needed or on request.

• Monitor user feedback data and update knowledge and support content as needed.

• Provide access, training, and support to other knowledge base submissions.

• Own a regular review process, working with subject matter experts to update or re-certify knowledge articles.

• Act as liaison between technical teams, employee technology comms, and IT support staff. 

• Collaborate with Learning Management to align support content with training materials and communications.

• Create email messaging and other communication documentation.

• Participate in knowledge management strategy and process improvement initiatives.

• Utilize cross-team collaboration to learn and implement best practices for knowledge management.

• Identify and report gaps in documented process, inaccurate information, etc.

• Assist to support internal technology help channels on Slack, etc. to involve, interact with, and educate end users. 

• Develop and post content to attract and engage group members.

Skills

• Excellent verbal and written communications skills 

• Clear, concise, and action-oriented writing style 

• Excellent project management skills 

• Great interpersonal relationship skills 

• Developed critical thinking skills to approach projects from an employee and support staff’s perspective 

• Ability to understand different levels of documentation for technical systems and applications 

• Strong self-management skills to complete projects and initiatives under deadline and work in a fast-paced environment 

• Comfortable working with leadership, when needed

Subsidiary:

Travel Percent:

For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal’s 400 million active account holders the confidence to connect and transact in new and powerful ways. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying, or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom, enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected].