Harvey Nash
Technical Writer 2
Harvey Nash, Ridgefield Park, New Jersey, us, 07660
Position Details:Title:
Technical Writer 2 (Content Writer, Customer Service)Location:
Ridgefield Park, NJ 07660 / Plano, TX 75024 (Hybrid- 4 days onsite)Duration:
12 Months Contract (Possible extension)Job Description:Notes:Relevant experience writing for the same type of content that we write for (agent FAQs, troubleshooting steps, etc.).Previous experience with Zendesk and CS CRMs in general, experience with creating logic and decision tree workflows, writing agent scripting to use when a customer contacts about a particular issue—this is the kind of experience and skillsets I'm looking for with this role.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).Summary:
Applying for this role is straight forward Scroll down and click on Apply to be considered for this position.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.Job Responsibilities:Organize material and complete writing assignment according to set standards regarding order, clarity, conciseness, style and terminology.Maintain records and files of work and revisions.Confer with client to establish technical specifications and to determine subject material to be developed for publication.Skills:Verbal and written communication skills, problem solving skills, customer service and interpersonal skills.Basic ability to work independently and manage one's time.Basic knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.Basic knowledge of media production, communication and dissemination techniques and methods.Basic knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.Basic knowledge of computer software, such as Adobe, JavaScript, Oracle, etc.KEY RESPONSIBILITES/REQUIREMENTS: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.Education/Experience:Bachelor's degree required.2-4 years experience required.
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Technical Writer 2 (Content Writer, Customer Service)Location:
Ridgefield Park, NJ 07660 / Plano, TX 75024 (Hybrid- 4 days onsite)Duration:
12 Months Contract (Possible extension)Job Description:Notes:Relevant experience writing for the same type of content that we write for (agent FAQs, troubleshooting steps, etc.).Previous experience with Zendesk and CS CRMs in general, experience with creating logic and decision tree workflows, writing agent scripting to use when a customer contacts about a particular issue—this is the kind of experience and skillsets I'm looking for with this role.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).Summary:
Applying for this role is straight forward Scroll down and click on Apply to be considered for this position.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.Job Responsibilities:Organize material and complete writing assignment according to set standards regarding order, clarity, conciseness, style and terminology.Maintain records and files of work and revisions.Confer with client to establish technical specifications and to determine subject material to be developed for publication.Skills:Verbal and written communication skills, problem solving skills, customer service and interpersonal skills.Basic ability to work independently and manage one's time.Basic knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.Basic knowledge of media production, communication and dissemination techniques and methods.Basic knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.Basic knowledge of computer software, such as Adobe, JavaScript, Oracle, etc.KEY RESPONSIBILITES/REQUIREMENTS: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.Education/Experience:Bachelor's degree required.2-4 years experience required.
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