CDI Inc., is looking for qualified candidates to fill the role of Technical Writer. It is expected to be 7 month assignment. This would be a W2 position with our company, CDI, and you would work onsite at our client’s location in Mountain View, CA. Please review the project description provided, and let me know if this is something you might be interested in discussing further.

As the Technical Writer, you will partner with the Knowledge Base Specialist and the broader organization to update content and process documentation driven by changes and/or launch initiatives within the business. You will organize the efforts of Customer Support Trainers and Product Specialists in order to ensure full frontline readiness. This will involve the creation and maintenance of internal CS messaging, which provides frontline support across phone, chat, and email channels. You will ensure the accuracy and timely updating of internal documentation, working with a variety of cross-functional stakeholders to provide content support for any product launch, ensuring that all content meets the highest standards.

Core daily responsibilities 1. Writing - making updates to internal knowledge database 2. Using- SEO best practices to improve search functionality in knowledge base 3. Using-knowledge about product and processes in order to vet request to update the knowledge base

Qualifications:

• BA/BS degree or in Communications-related field or 4 years equivalent practical experience
• 2 years in customer support
• 2 years’ experience in developing content (internal or external facing) to include articles, standard responses, operating procedures, and training modules
• Experience with content or knowledge system is key to learn systems
• Exceptional communication and interpersonal skills (written and verbal)
• Demonstrated commitment to providing the best possible customer experience
• Strong project management skills with flexibility and the demonstrated ability to multi-task and prioritize effectively while driving high impact, positive results
• Understand and empathize with frontline agent’s motivations and expectations, allowing for robust development of internal references Maintain constant support for CSRs professionally and culturally including regular engagement and action based on user feedback.
• Immersing yourself as a procedural Subject Matter Expert
• Identify and effectively communicate actionable support cross-functionally in a collaborative style while being open to feedback
• Track and identify recurring problems for both Training and Content and create an action plan to address them