Convergys Associate Technical Writer in San Jose, California
Associate Technical Writer
Job Description Summary:
The Associate Technical Writer creates and organizes content to support expansions, product changes and launches. This position will produce user-and agent-facing documentation that is clear, concise, accurate, and complete to allow users to effectively utilize and understand a quickly growing service. The ideal candidate is highly skilled in translating complex information into easily digestible, user-friendly writing.
Essential Functions/Core Responsibilities
Writing and ownership of customer support canned responses
Creating new or revising existing documents in a manner consistent with company and industry standards, aiming for clarity and digestibility
Organizing and maintaining content, managing alignment to channels via internal tools
Assisting with document review, sign-off for approval, and coordinating distribution
Ensuring a consistent and timely completion of launch readiness activities from a customer support content perspective
Escalating when appropriate on potential roadblocks to agent or customer knowledge management and following up in a timely, committed manner
Bachelor's degree in related field from a four-year college or university with a minimum of two years of experience in writing and editing, preferably in customer support.
Online documentation experience/knowledge
Strong communication skills, both written and verbal
Ability to multi-task, prioritize, and meet timelines on deliverables
Self-starter and works well under pressure
Strong attention to detail
Sense of professionalism and ability to develop relationships
Career Framework Role
Performs routine assignments in the entry level of the Professional Career Band. Uses existing procedures to solve routine or standard problems. Typically requires a college or university degree or the equivalent work experience that provides knowledge and exposure to fundamental theories, principles and concepts. Develops competence by performing structured work assignments. Receives instruction, guidance and direction from others.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
USA, San Jose, CA
Who We Are
At Convergys, our mission is to set the standard in our industry through unparalleled care for our clients, customers & people.
For our clients, this means our 125,000 team members wake up every day united by a common goal: helping our clients maintain exceptional relationships with their customers.
For our people, this means a commitment to each other to accomplish great things, build careers, and have some fun along the way!
Build Your Career With Convergys
When you become part of our team, you join 125,000 talented people around the world who represent some of today’s leading brands. At Convergys, one of our values is to "Grow As a Team." It's in our DNA to prioritize teamwork and develop our people. By working together, we achieve great things for clients and create opportunities to build rewarding careers. You can be part of that when you join our team. And it's all at your fingertips!
Watch the video below to hear from some of our employees around the world as they talk about what it means to be part of the Convergys team.
Convergys has careers available in 31 countries at 150+ locations.
Establish your career with a company that has locations across the world. You can grow personally and professionally - and make a difference for customers and for the communities where we live and work.