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Web Content Writer

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The candidate will be writing customer Support web content for client's products and services. Position involves assisting the Online Customer Support Content Development Manager with content development and content revisions, and new project implementations. The team creates customer Support content including FAQs, How To Guides, simulators, aggregated content landing pages, glossary, and more.

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

• Write and edit online copy for .com Support
• Perform resource on projects to understand how to communicate key concepts to customers
• Implement copy improvements to increase readability
• Manage stakeholder feedback on proposed copy and reconcile differences of opinion while maintaining version control in documentation
• Identify opportunities to promote and drive Community (forums) utilization from Support content
• Use Voice of the Customer listening activities like search queries, Community posts, surveys, and calls to Customer Service to ensure content is thorough and in customer-centric language
• Ensure copy adheres to the Verizon brand voice and editorial style guide
• Lead weekly cross-functional meetings with stakeholder teams to identify call drivers and develop new content
• Manage stakeholder requests for new content or content updates
• Participate on stakeholder teams and communicate status of content projects
• Interface with stakeholders on content requests and adhere to launch plan and project timelines
• Act as liaison with Legal Department on new Support content
• Communicate content updates and projects to immediate team members and larger content development stakeholder audiences
• Perform content entry and application management using Adobe’s Publish and CQ5 content management systems
• Assist with other content 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 as needed for project implementations, which could be 2 days per month.

******QUALIFICATIONS****
• Bachelors degree in English, Journalism or Marketing, or similar subject
• 2-3 years professional writing experience with customer-facing content*
• 1-2 years one of the following: web design, graphic design, content management systems, or intranet 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 with remote stakeholders
• Basic understanding and ability to use HTML
• Experience with Search optimization highly desired
• Advanced proficiency in MS Office (Word, Excel, PowerPoint, Project) required; proficiency in PhotoShop preferred
• Proficiency with Adobe Publish or CQ5 is desired, but not required

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