Technical Writer

Location: Ridgefield Park, NJ or Plano, TX

Schedule: Hybrid

Rate: $36.00/hr

Qualificaitons and Responsibilities:

**Experience writing content regarding scripts and workflows for Customer Service agent (FAQs, troubleshooting steps, etc.).

• Previous experience with Zendesk and CS CRMs, creating logic and decision tree workflows, writing agent scripting to use when a customer contacts about a particular issue.

• Writing policy changes

• Secondary content writer – managers focused on specific individual tactics

• This is strictly writing policies processes, orders refunds returns, etc. (not products) within eCommerce

• 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.

• MS Office Suite

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

• Requests coming in from agents, processes, out of date writing, requests to be changed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

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