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Content Developer

Company:
Transcom Worldwide Philippines Inc.
Location:
Pasig, National Capital Region, Philippines
Salary:
-
Posted:
June 20, 2017
Description:

Description:

The purpose of this role is to ensure we deliver a world-class service through Online Content Management.

The Knowledge Management Team is responsible for creating and managing all processes and procedures, maintaining and enhancing the Knowledge Repositories available for internal use and Support Teams specifically to allow the company to be more efficient, more flexible, and more reliable in providing quality technical support. This includes reviewing, creating, and publishing Online Contents through the Knowledgebase as well as to our external customers through our Online Support channel.

The team needs to balance the customer journey to drive the fastest and best experience for the customer.

All work carried out in the team must fit into the key objectives set by the business. The team is a central point of contact of the Contact Centre and all areas that interact with and the work within Customer Service.

Key Objectives and Responsibilities:

*Content Development

-Write, index, or revise a variety of technical content, which includes user and product documentation, but not limited to the following:

-How To Articles

-FAQs

-Troubleshooting Trees

-Charts and Tables

-Process Maps and Guidelines

-Develop contents for comprehensive web-based resource product

-Ensure all approved contents developed are published to the knowledgebase

-Takes ownership of own workload and a self-starter

-Client Relations

-Liaise with key internal stakeholders via Meetings and Focus Group Discussions to define and document operational processes.

-Manage Content Sign Off with key stakeholders.

-Respond to Contact Centre Agents/Support Teams who require content clarification.

-Content Planning and Analysis

-To draft communication for process changes and new product launches.

-Impact Assess “as is” and “to be” process to ensure we are at all times --striving for a world class service, adherence and knowledge retention.

-Identify and escalate key process issues that may impact customer experience.

-Perform analysis of content requirements.

-Ensure high level process changes are sent for review & sign off.

-Adhere to Business Process Management Change Control Process.

-Take part in projects related to research, creation, and maintenance of Knowledge Management resource materials.

Qualifications:

*Functional Knowledge

*Experience in online content writing

*Technical Knowledge in a wide variety of Consumer Products (such as Mobile *Phones, Televisions and Home Entertainment Systems, IT Products, etc.)

*Exceptional Organizational Skills and Time Management

*Understanding of Process Mapping Tools and Methodology

*Strong understanding of Contact Centre Operations

*Able to be confident in front of people at all levels internally and externally

Qualifications & Experience:

*Essential

*Excellent Technical Writing Skills

*Excellent Communication Skills (Written and Oral)

*Working in a Contact Centre Environment

*Desirable

*Experience in MS Visio and Dreamweaver

*Technical Knowledge in a wide variety of Consumer Products

*Mapping Tools and Methodologies

*Knowledge in Wordpress and HTML

*Certified to at least (1) Samsung LOB

*Knowledge in MS Office Tools (Excel, Powerpoint, Word)

*Behavioral Foundations

*Creative, agile, inquisitive, flexible, decisive, and analytical

*Democratic, honest, and independent

*Excellent time management

*High focus on quality of work delivery

*Process driven

Education and Qualification:

*Minimum 1 year of BPO or Learning and Development experience

*At least 2nd year college

*Technical writing experience

*Applicants must be willing to work in EDSA/MANDALUYONG.

*Full-Time position(s) available.