Content Developer  

Key Responsibilities

Writes, indexes, or revises a variety of technical content, which includes user and product documentation, but not limited to the following:

• How To Articles
• FAQs
• Troubleshooting Trees
• Charts and Tables
• Process Guides
• Assist in developing content for comprehensive web-based resource product.
• Manage content sign off with key stakeholders.
• Take part in projects related to research, creation, and maintenance of Knowledge Management resource materials.
• Impact Assess “as is” and “to be” process to ensure we are at all times striving for a world class service.
• Identify and escalate key process issues that may impact customer experience.
• Ensure all approved content developed are published to the knowledgebase.
• Respond to Contact Centre Agents/Support Teams who require content clarification.
• Participate or conduct Focus Group Discussion and review develop content impact to ensure adherence and knowledge retention.
• Perform analysis of content requirements.
• Adhere to Business Process Management Change Control Process.
  • Take ownership of own workload.

Essential:

• Technical Background.
• Strong understanding of contact centre operations.
  • Preferably with experience working in a contact centre environment.
• Excellent communication skills.
• Excellent technical writing skills
• Exceptional organizational and time management skills.
• Attention to details.

Desirable functional knowledge

• Experience in using MS Visio and MS Dreamweaver.
• Writing content for the web (basic HTML experience).
• Understanding and experience of the following:
  • TV
  • Mobile
  • Electronics
  • Product Sets
• Understanding of Process Mapping Tools and Methodologies.
• Confident in front of people at all levels internally and externally.

Work Schedule

• Work schedule is shifting. This includes working graveyard, mid-day, and morning shifts. The schedule also includes holidays, weekends and may sometime require overtime.