Technical Writer II

Job Overview

This role focuses on structuring, sequencing, and enhancing how information is experienced throughout the end-to-end customer journey. The Technical Writer II ensures that communications are clear, accurate, consistent, and aligned with brand, regulatory, and customer experience standards. The ideal candidate will possess strong writing and editing skills, coupled with expertise in content governance, cross-functional collaboration, and customer empathy. This position plays a pivotal role in improving customer understanding and interaction with essential services by delivering high-quality, easy-to-understand content across digital and traditional channels.

Responsibilities

• Write, edit, and proofread customer-facing content across web, email, SMS, digital assistant, and agent support materials.
• Translate complex information into clear, customer-friendly language.
• Ensure consistency in voice, tone, terminology, and messaging across channels.
• Understand and apply accessibility best practices to ensure inclusive experiences.
• Maintain and update content standards, style guidelines, and templates.
• Manage content workflows, reviews, approvals, and publishing processes.
• Conduct regular content audits to ensure accuracy and relevance.
• Advocate for the customer across all communication channels.
• Collaborate with Customer Experience, Customer Service, Communications, Development, and Legal teams.
• Improve content clarity and usability across the customer journey.
• Use feedback, analytics, and customer insights to refine content and improve experiences.

Qualifications

• Bachelor's degree in Communications, English, Journalism, Marketing, or a related field.
• 3–6+ years of professional writing, editing, or content strategy experience.
• Experience managing content across multiple customer communication channels.
• Strong editing and proofreading skills with exceptional attention to detail.
• Ability to simplify complex or technical information.
• Understanding of accessibility and inclusive content practices.
• Experience working in Agile environments, including participation in sprint planning, backlog refinement, and delivery ceremonies.
• Experience working on a corporate design team or in utility, energy, or regulated industries is a plus.
• Familiarity with tools like Figma, Excel, or Airtable is a plus.
• Experience in self-service transactions (web, mobile, email, SMS) and data-driven UX research is advantageous.

About PTR Global

PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada. For more information visit www.ptrglobal.com.

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Pay Range

The pay range for this position is $60 - $65/hr. W2. The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the skills, education, training, credentials, and experience of the candidate; and other conditions of employment.