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Junior Technical Writer

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Our client is looking for a Junior Technical Writer for a 10 month contract.

As the Technical Writer, you will partner with teammates and the broader organization to update content and process documentation driven by changes and/or launch initiatives within the business. You will organize the efforts of Customer Support Trainers and Product Specialists in order to ensure full frontline readiness. This will involve the creation and maintenance of internal customer service messaging, which provides frontline support across phone, chat, and email channels. You will ensure the accuracy and timely updating of internal documentation, working with a variety of cross-functional stakeholders to provide content support for any product launch, ensuring that all content meets the highest standards.

You’re passionate about creating the best customer experience possible through the design and maintenance of effective content. You use applied reasoning and strong analytical skills to be an advocate for creating effective processes and for improvements in messaging and documentation. You’re sensitive to the needs both of customers and of the users of internal documentation and can predict how they may react.

When carrying out the responsibilities of the role, you will inspire frontline agents to draw from their training, critical thinking skills and knowledge resources to perform at the standard outlined by the QA Rubric and to provide outstanding support across all channels of customer communication. This will include cultivating a positive and open culture within the wider team and being comfortable with a fast-paced working environment and with giving and receiving constructive feedback. You lead by example, set high quality standards, and communicate them effectively while holding yourself to the same high standards in every circumstance.

Core daily responsibilities:
Writing - making updates to internal knowledge database
Using- SEO best practices to improve search functionality in knowledge base
Using-knowledge about product and processes in order to vet request to update the knowledge base

Qualifications:
BA/BS degree or in Communications-related field or 4 years equivalent practical experience
2 years in customer support
2 years experience in developing content (internal or external facing) to include articles, standard responses, operating procedures, and training modules
Experience with content or knowledge system is key
Exceptional communication and interpersonal skills (written and verbal)
Demonstrated commitment to providing the best possible customer experience
Strong project management skills with flexibility and the demonstrated ability to multi-task and prioritize effectively while driving high impact, positive results
Understand and empathize with frontline agents’ motivations and expectations, allowing for robust development of internal references Maintain constant support for CSRs professionally and culturally including regular engagement and action based on user feedback.
Immersing yourself as a procedural Subject Matter Expert
Identify and effectively communicate actionable support cross-functionally in a collaborative style while being open to feedback
Track and identify recurring problems for both Training and Content and create an action plan to address them

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