Technical Writer

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We are looking for a Tech Writer who will partner with key stakeholders to drive process discovery, development and documentation for support and agent support tools. The goal is to improve the customer, partner and agent experience with the following responsibilities:

Quality Content Creation
• Use content style guide and content creation guidelines create quality technical content
• Maintain style guide and update SharePoint site as necessary
• Help train others as needed on content creation tools and processes

• Strong oral and written communication skills, business acumen and business decision making skills.
• Ability to work effectively in a constantly changing environment, prioritize multiple tasks, work under minimal/remote supervision/direction and provide frequent status updates while juggling multiple tasks.
• Demonstrated success in dealing with ambiguity.
• Excellent facilitation, problem resolution, cross group collaboration and organizational agility skills.
• Exceptional organizational skills.
• Strong project management skills.
• Ability to effectively negotiate cross functional solutions

Job Responsibilities
• Maintain a strong working knowledge of the Technical support model, timelines and issues.
• Monitor the daily content; maintain alerts, and content published in the portal.
• Conduct data gathering and analysis to discover information needed to update/create processes.
• Write/edit process/procedure and publish them in the portal
• Maintain documentation of process overviews, details and process flows
• Identify and collaborate with the necessary stakeholders for feedback and buy in for processes changes.
• Define areas of opportunity and make recommendations to standardize, improve or redesign content to meet customer needs and discuss with Operations PM.