Technical Editor  

• Review email correspondence submitted by Tier I for clarity, punctuation, grammar, and content
• Proofread, and edit documents to ensure accuracy of the documentation
• Correct any grammatical, spelling, typographical, or compositional errors in original copy
• Assist in the development and editing of curriculum that includes the creation of manual, references and support materials
• Research, organize and document training materials for both Tier I Service Desk and Tier II Deskside training
• Collaborate with the team for editorial consistency in language, grammar and design standards
• Recommend and implement changes to operational and editorial processes and practices
• Monitor Tier I and Tier II ticket activity, providing feedback through written audits
• Evaluate and provide feedback on less-than-favorable customer surveys
• May require one-on-one coaching to help prevent repeat quality issues
• Other responsibilities as assigned

• University graduate or equivalent required
• 2-4 years of experience in a similar role
• Helpdesk or Customer Service Experience
• Email Handling, Email Etiquette, Content Writing and Proofreading
• Effective English written and communication skills
• Excellent grammar and spelling skills
• Ability to concentrate for long periods of time, computer competencies, and time management.
• Familiarity with delivery of coaching, counseling and feedback
• Relevant disciplines include English, journalism, editing and publishing
• Experience with Microsoft Word, Excel, PowerPoint, Outlook, Visio and OneNote is preferred
• Ability to flex schedule to meet business needs

Additional Note:

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.