Technical Author (Knowledge Base & Documentation)

About Amanahfy Amanahfy is a fundraising platform that helps charities and non-profits raise more through digital fundraising, peer-to-peer campaigns, recurring giving and live fundraising experiences. We're looking for a Technical Author to help us finalise our customer Knowledge Base and ensure our help documentation is accurate, easy to follow and professionally presented. The Role We've already drafted the majority of our Knowledge Base content within Intercom. Your role is to review every article, validate that the instructions are correct, improve the wording where needed, and create supporting screenshots so our customers have a first-class self-service experience. This is a short-term project with the potential for future documentation work as the platform continues to evolve. Responsibilities * Review all existing Knowledge Base articles in Intercom. * Test each user journey within the Amanahfy platform to ensure instructions are accurate. * Identify any outdated or incorrect documentation. * Rewrite articles to improve clarity, readability and consistency. * Capture high-quality screenshots that support each guide. * Upload and format articles within Intercom. * Ensure documentation is written for non-technical users. * Highlight any product inconsistencies or usability issues discovered during testing. Requirements * Experience writing technical documentation or software help articles. * Excellent written English and communication skills. * Strong attention to detail. * Ability to understand and document user workflows. * Comfortable testing SaaS products. * Organised and able to work independently. Desirable * Experience with Intercom Articles or similar knowledge base platforms. * Experience documenting SaaS or fintech products. * Understanding of customer support best practices. * Basic image editing skills for annotating screenshots. Deliverables By the end of the engagement, we expect: * All assigned Knowledge Base articles reviewed and validated. * Clear, accurate and easy-to-follow documentation. * Relevant screenshots added to each article. * Consistent formatting and structure across the Knowledge Base. * A list of any product issues or documentation gaps identified during testing. What We're Looking For We're looking for someone who enjoys creating clear documentation and can put themselves in the shoes of a customer. You'll have an eye for detail, excellent written communication skills, and take pride in producing documentation that reduces support requests and improves the user experience. To Apply Please include: * Examples of software documentation or Knowledge Bases you've created. * Details of your experience with SaaS products. * Any experience using Intercom or similar documentation platforms. * A brief explanation of why you're a good fit for this project.