The Technical Writer position will enable a more efficient and streamlined model of
producing technical documentation, in that individual filling this position will possess a
unique combination of technical aptitude/knowledge and skill in producing support
documentation and other training documentation.
The Technical Writer will provide support documentation for existing and new products.
Additionally, the candidate will support and coordinate Account Support system
peripherals and custom processes. The Technical Writer interfaces extensively within all
business units documenting process, quality, product reliability improvements and
fostering customer satisfaction and PB's One Company objectives.
Key Accountabilities include:
Produce content (text, graphics, videos, animations, etc.) as required by assigned projects
or support opportunities.
Review and edit submitted content for writing style, clarity and effectiveness
Create service organization and customer facing materials throughout product lifecycle.
Knowledge of customer needs and requirements are a high priority
Production and editing of technical documents (i.e. reference manuals, training guides,
participant workbooks, leaders guides, curriculum maps, and knowledge articles)
Augment the dedicated L&D organization in developing curricula and providing
instruction for agents and support staff
Execution and investigation of new documentation/illustration methods to support the
organizations deployment of the appropriate state-of-the-art technical support
methodologies and techniques.
Administer knowledgebase content activities following content creation/approval
processes within defined service level agreements to provide new or updated reference
material, announcements, information updates, dictionary requests, and FAQ’s for
customer and/or internal-only reference as appropriate.
Streamline content using various analytics reports and tools to improve accuracy,
decrease redundancies, identify and close content gaps
Partner with Subject Matter Experts to capture and organize previously unpublished
knowledge, and format in a way to drive additional contact center efficiency
Design training curricula that includes reference documentation within the
knowledgebase, participant and leader guides for the classroom, OnDemand Simulations,
and eLearning modules as appropriate to facilitate a blended learning experience which
capitalizes on adult learning principles and styles to gain efficiency in the classroom
while reducing the participants' learning curve
Conduct regular content / curricula review meetings with Subject Matter Experts and
Business Leaders to understand training objectives to ensure curricula meets the business
requirements.
Qualifications:
Strong communication skills and abilities. This includes a strong knowledge of Windows,
Adobe Suite, Excel, word processing, communication and project software.
Strong communication abilities in all avenues of media, written documentation, video,
online presentation and documentation, and web posting
Strong written and oral communication skills with the ability to influence process
improvement changes to all departments within PB. Internal contacts will include all
areas of contact centers, marketing, engineering, quality, manufacturing, and service.
External contacts will include customers, vendors, partners and suppliers.
Excellent organizational and prioritizing skills
Demonstrated proficiency in Microsoft Office and Adobe software applications and the
ability to produce near-final documentation with little or no supervision.
Strong communication and written skills in all avenues of media, written documentation,
video, online presentation and documentation, and web posting.
Analysis and assessment of customer needs for documenting system equipment and
servicing
Advanced knowledge of Windows, Adobe Suite including InDesign, Illustrator,
Photoshop, Acrobat Professional, Articulate Presenter, Excel, word processing,
communication and project software.
Education:
A Bachelor's degree or commensurate experience.
Specific Work Experience:
Instructional design or technical writing experience required; experience as instructor
preferred; demonstrated leadership and project management capabilities; strong customer
service orientation required; familiarity with call center operations preferred.