Technical Writer

General Summary

The Documentation Specialist II develops, prepares, edits, and publishes documentation for the online knowledge / content management system used by contact center agents (customer service, collections, and back office) 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 agents of procedural and / or system changes that may impact their job. As part of content development and preparation, the Documentation Specialist II works with key stakeholders to include operation owners, product owners, Subject Matter Experts (SME's) and compliance / legal partners to ensure all documentation is accurate, timely, easy to understand, and follows company policy and regulatory guidelines. The Documentation Specialist also serves as the system administrator for Salesforce Knowledge and supports maintenance / assignment of Work Requests.

Principal Duties and Responsibilities

Item

Activity

Description

Collaboration with Key Stakeholders to become

Partner with key stakeholders to include business owners, product owners, SME's, and compliance partners to learn and thoroughly understand internal business / regulatory requirements for all processes, products; and ensure understanding of all processes from the perspective of the end user / customer-facing agent

Work Closely with Business Partners to implement change

Serves as the liaison between SME's, Business Owners, and Training team

Document Development and Design

Translate systems enhancements and process changes into meaningful and accurate system procedures, learning materials, and communications allowing all customer-facing end users to efficiently assist customers and service accounts

Work Requests

Support Director in managing day to day influx of work requests. Partnering to review, prioritize, and assign to Trainers and / or Documentation Specialists (to include self) in a timely manner

Content Maintenance and Approval

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

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 all customer-facing operations

System Administration

Support and maintenance of Salesforce Knowledge administration duties to include Roles, Profiles, and Permissions for Training and Doc Specialists roles; Reporting; Approval Workflows; Feedback feature and functionality (replacement of my2cents)

Reporting and Analysis

Maintenance of Knowledge Reporting portal and communication to Key Stakeholders

Credibility

Provides detailed advice and support relating to areas of expertise

Experience and EducationAssociates degree business-related field, or equivalent experience2 to 3 years' experience as a technical writer, or equivalent experience, or 3 to 4 years' experience in training with experience in a customer service type role within financial related industry, either face to face or on the phoneExperience converting informal communications and documentation into an articulate, concise finished product for publicationProficient in content creation and maintenance of Knowledge functionality within Salesforce.comProven reporting and documentation experienceProficient in MS Word, Excel, PowerPoint, and Visio

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