Instructional Design Specialist

Overview

Summary The Technical Writer is responsible for maintaining the Customer Care online knowledge base and creating communications for all Customer Success employees. The Technical Writer works closely with internal support teams to write, design, develop, publish, and update documentation used by our agents and other customer care employees to support them in their interactions with our customers. The Technical Writer also supports business process and system improvement projects that may include updating process documents, creating user guides and preparing agent training communications when these projects launch.

Responsibilities

• Collaborating with multi-disciplinary response team to develop customized responses to specific issues from pre-designed and approved templates and content library.
• Develop and document training requirements, training materials, communications and agent knowledgebase as required for call center repr...