Content Writer

Location: Ridgefield Park, NJ

Schedule: Hybrid

Rate range: $30 - $39/hr

Main notes:

• Writing policy changes, processes, orders refunds returns, etc. (not products) within the eCommerce

• Secondary content writer

• Experience writing and understanding of logistics would be beneficial

• Understand basic HTML and CSS

• Work with provided framework architecture for how articles appear

• Need to create diaphragms and workflows – i.e. here’s customers problem, delivery path testimonials, here’s the possible outcomes according to polices, etc.

• Other SaaS but other tools adobe, JavaScript (general understanding), sprinklr

• Requests coming in from agents, processes, out of date writing, requests to be changed

• Check with stakeholders for correct processes

• Making appropriate changes, and understand where that affects other areas and processes – tracking down where exactly everything needs to change

• Rapid requests and public information and distil info into easy to understand

• Ticket, chat and voice systems, agent scripting (what agencies use to talk to a customer to get basic information)

• i.e. change in refund policy (how many days) they update it several places, needs to ensure agents know these updates

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.

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.

• 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).