Technical Writer, Customer Support (User Guides) [74525]
📋 Role Overview & Responsibilities
Onward Search is a specialized staffing and talent solutions company that helps professionals find top jobs with the nation’s leading brands. We’re looking to hire a Technical Writer, Customer Support for a Fortune 500 Financial services client. Company culture fosters a collaborative and respectful environment where innovation is encouraged.
You’ll join the Customer Experience team to collaborate with subject matter experts in Customer Support to streamline and modernize existing procedures into concise, user-friendly guided workflows and checklists.. This is a 6 – month project + extension (possible convert to perm) opportunity. Team is located in Portland Oregon, and is fully remote.
Technical Writer, Customer Support Responsibilities:Maintain the accuracy and integrity of redesigned customer service content within the designated Knowledge Management System (KMs).Conduct rigorous evaluations of analyst procedures and job aids, assessing logic, usability, comprehensiveness, and adherence to relevant policies.Undertake comprehensive content audits and gap analyses to identify and present opportunities for streamlining, automating, or optimizing process inefficiencies for customer service team.Analyze user feedback and key performance indicators to uncover areas for further optimization of content.Foster strong relationships with stakeholders (customer support team) and collaborate with cross-functional teams to guarantee alignment, effective communication of changes, and ownership in optimizing Complaints content within Athena. Technical Writer, Customer Support Requirements:5+ years' experience in similar role creating content for customer support teamsDemonstrated ability to communicate clearly, concisely, and effectively distill intricate concepts and information into readily understandable language.Exceptional organizational skills coupled with a keen eye for detail.Prior experience in developing and managing desktop procedures, training content, internal documentation, Help Center content, or change management initiatives within the financial services sector or other heavily regulated industries is a plus.Adaptable and collaborative team player adept at flourishing within a rapidly growing and dynamic environment.
Education: Bachelor's degree (BA/BS)
Perks & Benefits:Medical, Dental, and Vision InsuranceLife Insurance401k ProgramCommuter BenefiteLearningEducation ReimbursementOngoing Training & Development*To qualify for our benefits package, you must work over 30 hours per week and the length of assignment must be a minimum of 10 weeks.
To learn more about this Content Strategist (Customer Support Team) opportunity, apply now. Our recruitment team will be in touch, guide you through the interview process, and advocate on your behalf.
There is no application deadline for this posting because we are accepting applications on an ongoing basis.
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