Summary
The Technical Writer is responsible for maintaining the Customer Care online knowledge base and creating communications for all Customer Success employees. The Technical Writer works closely with internal support teams to write, design, develop, publish, and update documentation used by our agents and other customer care employees to support them in their interactions with our customers. The Technical Writer also supports business process and system improvement projects that may include updating process documents, creating user guides and preparing agent training communications when these projects launch.
Essential Duties / Responsibilities
- Collaborating with multi-disciplinary response team to develop customized responses to specific issues from pre-designed and approved templates and content library.
- Develop and document training requirements, training materials, communications and agent knowledgebase as required for call center representatives, supervisors, and management.
- Identify and document technical system and process requirements for knowledgebase to improve operational efficiencies and address customer service-related global issues.
- Updating information, data, and other material (e.g., graphics, tables) in templates and content library used for responses.
- Researching and fact checking data and information to ensure consistency in responses and publicly released information in other company communications.
- Proofreading, quality assurance of written product to ensure accuracy, completeness, and consistency with external communication standards.
- Producing graphics, diagrams and illustrations for proposed material and reviewing with brand & marketing.
- Develops knowledgebase content and agent training communications with assistance from Subject Matter Experts (SMEs).
- Reviews and updates knowledge base content on a frequent basis.
- Collaborates with Business Analyst for submissions of knowledgebase updates and agent training communications to improve clarity, comprehension, and usability.
- Update procedures as a result of audit findings, working with legal and compliance to ensure that documentation is in compliance with any governing regulations.
- Prepare spreadsheets, graphics, and word documents as required for reporting, analysis, documentation, and presentations.
- Learns and utilizes business process improvement skills, including providing training content, creating knowledgebase updates, and preparing agent communications.
- Improving search capabilities of the Knowledge Base system to provide concise answers to specific agent questions.
- Work directly with business units to create and update Knowledgebase documentation.
- Occasionally meeting with and leading team discussions.
Knowledge/Skills
- Strong organizational skills and attention to detail
- Analytical and practical problem-solving skills.
- Driven by intellectual curiosity with the ability to self-motivate and work independently.
- Demonstrated ability to collaborate effectively in a team environment.
- Ability to effectively communicate (written and verbal) at all levels.
- Ability to effectively make presentations to large groups of people.
- Ability to establish and maintain a positive and professional working relationship with all individuals.
- Ability to read, create and follow written policies and procedures.
- Ability to read, write and understand English.
- Ability to complete tasks on time without direct supervision.
- Must be a life-long learner with the aptitude to learn and embrace new technology, such as Artificial Intelligence (AI)
Education
A bachelor's degree is required.
- English, Journalism or Communications degree preferred.
Experience
- Minimum two years of professional writing experience preferred.
- Strong communication skills (verbal and written), strong project management experience/skills and the ability to maintain poise under pressure.
- Ability to multi-task in a fast-paced deadline-oriented environment.
- Ability to quickly adapt to shifting priorities and redefining workflow.
- Proficient knowledge and experience in Microsoft Office Suite including Word, Excel, PowerPoint, SharePoint, Visio, and database applications.
- The following experience is desired but not required.
- Confluence or KMS Lighthouse knowledge management software familiarity
- Contact Center Agent Assist AI software and/ or AI conversational architecture tools
- Authoring user guides and technical manuals for AI-driven applications, ensuring clarity and accessibility for both technical and non-technical audiences.
- Structuring complex AI concepts into digestible content for internal knowledge bases and end user reference.
- Developing documentation for NLP models
- Improving natural language understanding
Working Conditions
Flexibility in sometimes working outside of traditional business days/ hours as special projects or business needs arise
