As a Fiber Customer Support Knowledge Base (KB) Technical Writer, you will partner with the Knowledge Base Specialist, other technical writers, and the broader organization to update content and process internal documentation. This will involve the creation and maintenance of SEO-friendly internal CS messaging in the KB, which provides frontline support across phone, chat, email and in-person support channels. You will ensure the accuracy and the timely updating of internal documentation, working with a variety of cross-functional stakeholders to ensure that all content meets the highest standards.
You’re passionate about creating the best customer experience possible through the design and maintenance of effective content. You use applied reasoning and strong analytical skills to be an advocate for creating improvements in messaging and documentation. You’re sensitive to the needs both of customers and of the users of internal documentation and can predict how they may use your writing.
When carrying out the responsibilities of the role, you will inspire frontline agents to draw from their training, critical thinking skills, and knowledge resources to provide outstanding support across all channels of customer communication. This will include cultivating a positive and open culture within the wider team, being comfortable with a fast-paced working environment and with giving and receiving constructive feedback.
Core daily responsibilities
1. Writing: Making updates to internal Knowledge Base
2. Writing: Proactively identifying and executing on opportunities to improve current documentation
3. Writing: Using SEO best practices to improve search functionality in Knowledge Base
4. Using: Knowledge about customer support and technical writing best practices to vet requests to update the Knowledge Base
BA/BS degree in Journalism or Communications-related field or 4 years equivalent practical experience
2 years in customer support role
2 years experience working in knowledge management systems to develop content (internal or external facing), including articles, standard responses, operating procedures, and training modules
Exceptional communication and interpersonal skills (written and verbal)
Demonstrated commitment to providing the best possible customer experience
Strong project management skills with demonstrated ability to work independently, to multi-task and to prioritize effectively while driving high impact, positive results
Understand and empathize with frontline agents’ motivations and expectations, allowing for robust development of internal references
For immediate consideration please contact Denise Wicks at contact button below or call 770-346-7205.
Synergis serves a myriad of clients across nearly all industries, from start-ups to Fortune 100 companies. The outcomes of these relationships are demonstrated in a growing list of more than 300 clients and industry recognition by Inc. magazine and the Atlanta Business Chronicle. From its foundation in 1997, Synergis has been successfully recruiting and placing IT professionals in all areas of information technology. Synergis has been successfully recruiting and placing IT professionals for over 20 years. For more information about Synergis, please visit the company website at www.synergishr.com.
Synergis is an Equal Opportunity/Affirmative Action employer.
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