Content Developer  

The purpose of this role is to ensure we deliver a world-class service through process design, content development, and publication. The Process & Knowledge Team is responsible for developing & managing all processes and procedures, and for maintaining & enhancing Knowledge repositories available for internal use and
Support Teams specifically to allow the company to be more efficient, more flexible, and more reliable in providing quality technical support. This includes publishing processes, troubleshooting guides, and How To articles through our Knowledgebase. The team needs to balance the customer journey and experience to drive the fastest and best experience for the customer, while taking into account the needs of the budgetary and team structures over the business. Balancing conflicting needs from different areas and working with people at all levels to always ensure that the most efficient Solution is the end product. All work carried out in the team must fit into the key objectives set by the business and also the brighter basics. The team is a central point of contact for all contact centres and all areas that Interact with and the work within Customer Service.

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 knowledge base;
• Able to respond to Contact Centre Agents/Support Teams who require content clarification;
• Will participate or able to conduct Focus Group Discussion and review develop content​ impact to ensure adherence and knowledge retention;
• Performs analysis of content requirements,
• Adhere to Business Process Management Change Control Process;
• Take Ownership Of Own Workload and a Self-Starter.

Essential:

• Technical Background
• Excellent communication skills
• Excellent Technical Writing skills and attention to details
• Working in a Contact Centre Environment

Desirable:

• Experience in using MS Visio and MS Dreamweaver
• Writing content for the web (Basic HTML experience)
• Experience of working in the TV, Mobile or Electronics
• 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.

Functional Knowledge

• Experience of writing content for the web
• Understanding of Electronics, TV or Mobile Industry and Product Sets
• Exceptional organizational skills and time management
• Understanding of Process Mapping Tools and Methodology
• Strong understanding of Contact Centre Operations
• Able to be confident In front of people at all levels internally and externally