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Technical Writer

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We are searching for a versatile Technical Writer.

Someone who will be able to:
• Manage the development of consumer and agent facing content through various stages that include gathering, writing, working with editorial, client content approval, and through to the production process.
• Perform ongoing audits of the online solution wizards
• Write content – sometimes complex with branching rules – for the automated service agent tool.
• Help identify gaps in guidelines, and work collaboratively to fill those gaps by co-authoring guidelines, and then socializing them.
• Triage content requests as they come in, and then work with stakeholders to ensure all necessary information is included in the content requests before moving the request to the editorial queue.
• Participate in editorial triage meetings with stakeholders and peers on the editorial team.
• Manage content workflow in conjunction with the Web team.
• Help manage the localization process with internal and external language localization vendors, as well as work with international teams to promote that content on their Web sites.
• Edit for the global consumer audience, with specific experience in consideration of machine translation of Global English content into additional languages.
• Interact with Subject Matter Experts, Content Team writers, editors and program managers to move content through appropriate workflows.
• Manage content-related projects from intake through publication/production as appropriate.
• Identify additional projects that will support and enhance the quality and effectiveness of customer support both online and through other Content Team initiatives.
• Help find and fill content holes on the site.
• Perform editing, QA, and some writing consisting of generating metadata, ALT tags for images, filling content holes, adhering to and supporting the web site style guide, and creating work tickets in the tool for vendor Web production.
• Present content for internal review and client approval.
• Edit for the global consumer audience, with specific experience in consideration of machine translation of Global English content into additional languages

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