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Online Content

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Department: Internet Sales & Operations
This position is a combination of project management, content management using a Content Management System (CMS), and copywriting / editing for a B2B Support site.

Candidates for this position must have documented experience writing customer-friendly, support-oriented website copy and managing large volumes of content.

Position involves assisting the Online Customer Support Content Development Manager with B2B content development and maintenance, and new project implementations.

The ideal candidate for this position has 3-5 years professional writing experience, is a quick learner, handles stress well, and is eager to be challenged.

Responsibilities
• Research, write and edit new online customer-facing Support content for B2B customers, and review and maintain existing content.
• Facilitate weekly cross-functional meetings with Area teams to identify call drivers and develop new content.
• Act as liaison with Legal Department on new or edited Support content.
• Manage vendor relationships for outsourced content creation.
• Perform gap analysis and maintain logs and content inventories.
• Use online analytics tools to monitor content trends
• Assist with employee communication of new online customer Support enhancements.
• Content entry using an Adobe CMS.
• Perform QA for new content and User Acceptance Testing for project implementations.
• Assist with other project-related tasks as needed.

Note: Although the majority of the work will be M-F during business hours, the candidate must be willing to work late night/early morning (including weekend nights) as needed for project implementations, which could be anywhere from 2-6 days per month.

Qualifications
• Bachelors degree in English, Journalism or Marketing, or related discipline
• 2-3 years professional writing experience with customer-facing content (please include three samples of your previously published work)
• 1-2 years web design or intranet CMS management experience
• 1-2 years wireless (or other high tech) experience
• Excellent verbal and written communication, organizational, interpersonal and analytical skills
• Detail-oriented, excellent follow through, ability to multitask, manage projects and workflow, and work well under tight deadlines in a fast paced environment.
• Must be a self-starter who is comfortable working independently.
• High proficiency in MS Office (Word, Excel, PowerPoint, Project) required; proficiency in PhotoShop.
• Proficiency with Adobe’s (formerly Omniture) Publish or CQ5 tool is highly desired, but not required.
• Experience working with online analytics tools like HBX or Site Catalyst is desired, but not required.

Primary Skill Requirement
• 2-3 years professional writing experience with customer-facing content (please include three samples).

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