The Documentation Specialist I develops, prepares, edits, and publishes documentation for the online knowledge/content management system used by contact center agents and Elevate personnel supporting agents and customers. This includes procedural documents, process flows, system navigation guides, and other materials that document and standardize the customer experience. This role also authors Communication Alerts to inform the work force of events or system changes that impact agents and customers. As part of content development and preparation, the Documentation Specialist I works with Product owners, Subject Matter Experts, and Legal/Compliance to ensure the learning content is accurate, timely, easy to consume, and follows department standards to obtain final approval of all published content.
Principal Duties and Responsibilities
Interview business and process owners and document procedures in clear and concise language
Translate systems enhancements and process changes into meaningful and accurate system procedures, learning materials, and communications so agents can efficiently assist customers.
Gather, prioritize, update, and correct knowledge articles as needed and in a timely manner
Coordinate the review and approval process for new and modified documentation
Maintain a record of all documentation, including procedures, process flows, system guides, and other reference materials in the knowledge management system
Review and provide the knowledge article reports for management as needed
Experience and Education
Associates degree in English, Journalism, or Communications, or equivalent experience
1 year experience as a technical writer, or equivalent experience
Experience converting informal communications and documentation into an articulate, concise finished product for publication
Proficient in MS Word, Excel, PowerPoint, and Visio
Required Skills, Abilities, Soft Skill Factors
Comfortable in a fast paced environment, working across multiple projects simultaneously
Quickly able to learn new concepts, systems, and processes
Ability to accomplish tasks accurately and completely
Ability to effectively communicate thoughts and concepts in a clear, concise manner
Strong written and verbal skills
Demonstrates flexibility, working effectively in stressful, ambiguous, and difficult situations
At Elevate, our teams take risks, embrace change, and adapt to new opportunities. We are a company of innovators.