What are the responsibilities and job description for the Documentation Specialist I position at Evermore Orlando Resort?
General Summary
The Documentation Specialist I develops, prepares, edits, and publishes documentation for the online knowledge / content management system used by contact center agents and Elevate personnel supporting agents and customers. This includes procedural documents, process flows, system navigation guides, and other materials that document and standardize the customer experience. This role also authors Communication Alerts to inform the work force of events or system changes that impact agents and customers. As part of content development and preparation, the Documentation Specialist I works with Product owners, Subject Matter Experts, and Legal / Compliance to ensure the learning content is accurate, timely, easy to consume, and follows department standards to obtain final approval of all published content.
Principal Duties and Responsibilities
- Partner with business, process owners, and compliance partners to learn and thoroughly understand processes, products, and tools as the end user; and document procedures, staff updates in clear and concise language easily followed and understood by the end user
- Translate systems enhancements and process changes into meaningful and accurate system procedures, learning materials, and communications so agents can efficiently assist customers
- Gather, prioritize, update, and correct knowledge articles as needed and in a timely manner
- Coordinate the review and approval process for new and modified documentation
- Maintain a record of all documentation, including procedures, process flows, system guides, and other reference materials in the knowledge management system
- Ensure that all documentation related to a specific purpose or topic is aligned, and modified, if necessary, with newly created or amended documentation, achieving a consistent and clear message and standards for customer service
- Review and provide the knowledge article reports for management as needed
Experience and Education
California Employee Privacy Policy | Family & Medical Leave Act | Employee Polygraph Protection Act |E-Verify
LI-BJ1
LI-Hybrid
