Content Writer, Customer Service

Content Writer, Customer Service Job ID: 24-03567 Pay rate range - $43/hr. to $46/hr. on W2

Schedule: Hybrid

• 4 Days Onsite

Job Description:

Top Skills:

Foresight

• Ability to recognize how one proposed change will affect other systems and workflows.

Effective Adaptability

• Able to pivot between tasks with competing priorities and maintain quality output.

Deliver Results

• Ability to finish tasks and effectively communicate their changes and impacts to others.

Summary:

The main function of a technical writer is to write technical materials, such as equipment materials, appendices, or operating and maintenance instructions.

A typical technical writer is responsible for organizing, editing, and maintaining technical records and files.

Education/Experience:

• Bachelor's degree required.
• 2-4 years experience required.

KEY RESPONSIBILITIES/REQUIREMENTS:

Responsibilities

• Develop content around product and promotional launches to address key customer questions and provide solid talking points to agents that are easy to use and understand.

• Identify and collate similar content into single sources of truth, while also improving readability and accessibility of the information.

• Hold recurring review sessions with stakeholders to ensure policies and process are up-to-date.

• Collaborate with CS operations to audit and enhance approved content for all channels of communication through customer service.

• Partner with training team to keep training current with updated content.

• Ensure compliance with law (e.g., copyright and data protection).

Requirements

• Excellent writing and editorial skills

• Experience with HTML, including the ability to quickly comprehend its utilization in article structure.

• Attention to detail and ability to quickly shift focus to keep up with shifting priorities or emerging issues.

• Experience with content management systems and ticketing systems such as Jira, Confluence and Zendesk.

• Proven work experience as a Content Writer, including experience working with contract resources.

• Extensive experience with MS Office Suite.

• Good organizational and time-management skills.

• 3+ years experience working as a Content Writer.

Comments for Suppliers: Understanding HTML and being able to take content that is given to them in one format and make it easy to comprehend while also fitting into a standardized template are key to this role being successful.

This role will ONLY deal with internal material related to eCommerce Order Support-no documentation of product technical information or product support is included in this role. The type of material the new hire can expect to work with includes:

• Updating policies and processes from leadership on how agents should handle customer issues with their orders and deliveries

• Discovering, compiling, and organizing similar information into a template that will serve as one source of truth for specified topics

• Creating diagram charts of workflows given a specific set of parameters (e.g., if order status = this, and customer is asking to do X, verify Y and Z; if verified, then follow Path1, else follow Path2)

• Job details