Technical Writer

Job Summary

we believe in creating a fun and inclusive work environment where creativity and innovation come about as dedicated people from diverse backgrounds approach problems with varying perspectives. Knowing that even the smallest of details matters, we see each customer contact as an opportunity to engage, delight and inspire. Building this environment starts with you!

The Content Developer will support the continued growth of the business through a strategic focus on developing content to support Retail Customer Care (RCC). The candidate in this role will be responsible for creating content, updating procedures, and developing content for specialist facing tools. The ideal candidate for this role is someone who is self-motivated, has a passion for details, has an ability to drive a project without the full details, and is comfortable doing so on projects where information is changing rapidly, and with both short duration and high intensity!

This position is located on-site at Austin, Texas.

Key Qualifications

• Content or knowledge base writing experience.
• Exhibit exceptional analytical and problem-solving skills.
• Interacts efficiently and effectively in a fast-paced deadline driven work environment.
• Superb verbal and written communication skills, where no communication leaves ambiguity for the recipient.
• Works effectively within a global business environment where engagement with global business owners is required.
• Highly adept at managing high volumes of information, determining what is applicable to the project/program, and knowing what to do with the information.
• The ability to identify and cut through ambiguity by using a self-developed support network of matrixed individuals is essential.
• Experience working with global and virtual teams.
• Adaptive to changing technologies, process, and environments.
• Extensive success working with cross functional leaders.
• Ability to work efficiently under deadlines in fast-paced environment with numerous projects on hand.
• Strict adherence to company policy on confidential materials.
• Project management experience a plus.

Description

Responsible for creating and maintaining the RCC procedures in Hello. Content Developers support both projects and business update requests to ensure that procedures remain relevant and accurate.

When supporting business update requests, the Content Developer will ensure that updates are valid, that procedures are clear and meet style requirements, that there is no conflicting information and there is not an unnecessary duplication of content. The Content developer will take necessary partners to ensure the content is accurate.

When supporting projects, the Content Developer will work with the project team to understand the impacts to Hello procedures, identify procedures needing to be created, updated or removed, as well as tracking and reporting on progress. The Content Developer will partner with the project team and learning team to ensure the procedures are available for training and the project start date.

Content Developers own the end-to-end cycle of writing, editing, and publishing of RCC Hello Procedures; this includes working in Pages and in our content management system (RCM). The Content Developer will support multiple projects and business update requests at one time and must be able to work autonomously and prioritize deliverables. From time to time the Content Developer assists in providing content for RCC tools.

Experience

Experience in corporate communications or knowledge base writing is preferred.