Job Details:

Job Title : Technical writer I
Location : (100 %Remote )
Duration : 6 months contract

Job Summary:
Provides national support for enterprise-wide customer contact personnel and external customers with up-to-date information on all products, services, processes, tariffs, rates, features and troubleshooting techniques. Authors, collects, and disseminates information using various communications and knowledge management tools to ensure customer information on Cox.com and KEY agent knowledgebase is accurate and up-to-date and that customer contact personnel are able to articulate the correct information, processes and procedures to external customers.

Responsibilities:
Author, Update and Disseminate Information
Create enterprise support content and announcements for customer contact representatives (primarily through KEY) and customers (primarily through Cox.com), using approved authoring tools, standards and processes.
Manages content throughout its lifecycle including gathering, creating, auditing/reviewing, updating and retiring information needed for frontline representatives to effectively support and serve customers. Information includes but is not limited to products, features, services, troubleshooting techniques, tariffs, rates, sales campaigns and promotions and competitive issues in the marketplace.
Collaborates with peers, boundary partners and functional experts to create, update and disseminate standardized job aids, methods and procedures, standards and other information in support of product launches and other programs and initiatives affecting customers and frontline support.
Collaborates with peers and other teams to ensure appropriate alignment of content across communications channels and functions.
Proactively monitors agent feedback tools and solicits feedback from customer contact personnel to enhance the usability and accuracy of information and communications. Researches alternatives and proposes improvement recommendations to leadership for enhancements to communications and knowledge center tools.
Functions as an enterprise contact for designated regional and functional teams outside of Care – including Public Affairs, Marketing, Product and Technology/Engineering teams – to coordinate, prioritize and support timely communications to all affected frontline Care teams and content development for knowledge management tools

REQUIRED KNOWLEDGE AND SKILLS
5 or more years of experience required in a content authoring role
Requires strong knowledge of Microsoft Word, Excel, PowerPoint, SharePoint and HTML
Excellent content organization and writing proficiency
Excellent interpersonal, peer leadership, presentation, collaboration skills and ability to work effectively with teams throughout the organization

Top 5 Must Haves:
Strong knowledge of MS Word, Excel, PPT, SharePoint, HTML; excellent content organization; writing proficiency; collaboration skills; interpersonal skills

Preferred

BS/BA degree in related discipline strongly desired, such as English, Marketing, or Journalism
Experience in Wireless or telecommunications industry supporting residential and/or business customers
3+ years successful experience in a content authoring role

Send your updated resume to this email: omonijoabimbola2020@gmail.com