Customer Care - Technical Writer

As a combined organization, Franklin Energy and AM Conservation Group is undertaking what is perhaps the central challenge of our times – to help drive the transition to net-zero carbon economies while ensuring that no working families, businesses, or local communities are left behind. To do that, we are the utility industry’s top provider of turn-key energy efficiency and grid optimization programs and products, all of which contribute to reducing carbon and waste and, at the same time, free-up resources for creating more innovation investment and jobs. With over 26 years in business, we have more than 1,300 experts across the United States and Canada, with warehouses on both coasts. The organization’s integrated in-house services provide deep personalization and insights, helping energy partners achieve their carbon-reduction and energy productivity goals.
We believe the organization’s most “precious resources” are its people. We pledge a relentless pursuit to embody a culture that acknowledges, recognizes, and infinitely seeks to understand the unique differences of its people. We are committed to creating employee experiences that continually attract and embrace a multiracial, multicultural, and multigenerational workforce that promotes outstanding performance and mirrors our diverse partnerships, clients and communities we serve.


POSITION SUMMARY
ARE YOU PASSIONATE ABOUT ENHANCING CUSTOMER EXPERIENCES AND DRIVING SUCCESS? AT FRANKLIN ENERGY, WE ARE BUILDING A BEST-IN-CLASS CUSTOMER CARE ORGANIZATION. OUR VISION IS CLEAR: FACILITATE THE SUCCESS OF FRANKLIN ENERGY THROUGH THE DEPLOYMENT OF BEST PRACTICES AND TOOLS THAT ENABLE AN INDUSTRY-LEADING CUSTOMER EXPERIENCE. OUR TEAM IS DEDICATED TO PROVIDING COMPREHENSIVE SUPPORT ACROSS VARIOUS FACETS OF THE CUSTOMER JOURNEY AND WORKING WITH OTHERS WHO ARE PASSIONATE ABOUT ENERGY EFFICIENCY AND MAKING A POSITIVE IMPACT. OUR MISSION IS TO COLLABORATE ACROSS THE ENTERPRISE, FOCUSING ON THE CUSTOMER JOURNEY TO NOT ONLY MEET BUT EXCEED CLIENT EXPECTATIONS.
At Franklin Energy, we are building a best-in-class Customer Care organization. The Technical Writer within the Customer Care team is responsible for creating and maintaining high-quality documentation that supports our energy efficiency programs and services. You will work collaboratively with program managers, marketing, and other stakeholders to ensure our documentation is accurate, clear, and accessible to both technical and non-technical audiences.
ESSENTIAL DUTIES AND RESPONSIBILITIES
This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.
• Create comprehensive, high-quality documentation that aligns with organizational standards and user needs.
• Translate complex technical and programmatic information into clear, concise, and engaging content for a variety of audiences.
• Write user-friendly materials that support the needs of the target audience turning insights into language for user content.
• Build and maintain a centralized repository of reference materials, including research findings, usability test results, and design specifications.
• Continuously evaluate existing content and propose innovative improvements to enhance clarity and engagement.
• Collaborate cross-functionally with subject matter experts and project teams to gather information and define documentation requirements.
• Develop, organize, and maintain technical documents such as procedure manuals, process flows, and technical specifications.
• Partner with development and support leads to manage documentation repositories, ensure compliance, and data organization.
• Design and maintain scalable information architecture templates that support legal compliance and facilitate seamless data migration.
• Produce content in multiple formats (e.g. written, visual, digital) to maximize accessibility and maintain a consistent voice across all platforms.
• Additional duties as assigned.
POSITION REQUIREMENTS
Education and Experience
• Bachelor’s degree (or equivalent relevant certification) in Journalism, English, Communications, or relevant technical field
• Demonstrated experience in writing documentation and procedure manuals for various audiences
• Two or more years of experience as a technical writer
• Experience in energy education is a plus
Required Skills, Knowledge and Abilities
• Effectively manages multiple projects, balancing deadlines while ensuring high-quality outcomes.
• Performs well under pressure, adapting quickly to shifting priorities in fast-paced environments.
• Rapidly learns and applies complex concepts, tools, and systems with minimal onboarding.
• Exceptional written communicator with strong attention to detail and cla