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Knowledge Base Content Specialist: Jobs in Monticello


Company Name:
Three Point Solutions Inc.
Company Description:
Three Point Solutions is a professional staffing firm that offers contract staffing, contract to hire and permanent placement services for our clients professional resource needs.
Job Description:
Contract to hire Opportunity
Travel to St. Cloud, MN required
POSITION SUMMARY:  The primary responsibility of the Technical Writer is to develop communciaton pieces, manuals, and job aids for the Customer Service team to support the day to day functions of the Call Center.
 
% of Time
Essential Functions:
 
30%
Create and distributes procedural communications (memos, emails, etc).
Research and develop content in communication pieces.
Distribute a weekly update memo ensuring all members of the Customer Service team have a clear understanding of the changes to the current processes or procedures.
Translate technical information into accurate, user friendly documentation.
 
30%
Develop and maintain job aids and tools aimed at employee efficiency.
Utilize Desktop, Sharepoint, the Resource Page and other tools to communication messages most effectively.
Create original content or refine existing content.
Translate technical information into accurate, user friendly documentation.
Ensure job aids enhance employee productivity.
Research and verify data that will be published in the job aids.
Notify necessary management staff of possible issues prior to publishing the aids.
 
20%
Create and maintain training manuals for Order Entry and Servicing with up to date technical information.
Research and develop the content of new and existing training manuals.
Organize content matter in a way that is effective and efficient.
Identify necessary changes to Manuals and update as needed.
Translate technical information into accurate, user friendly documentation.
 
10%
Letter creation and maintenance.
Create customer focused communication pieces.
Verify the information addressed is accurate and meets compliance regulations.
Provide draft communication pieces in a timely manner and make necessary adjustments accordingly.
 
10%
Work closely with Management, Analysts, Supervisors, and Process Improvement Team to define, develop and review the accuracy of technical information.
Evaluate effectiveness of knowledge documentation using techniques such as focus groups, individual interviews, observations, and document analysis.
During the analysis, design and development phases of manuals, tools, or communication pieces, ensure that formative evaluation techniques are effective for strengthening the quality of the knowledge documentation.
 
QUALIFICATION REQUIREMENTS: 
Proficient in Microsoft Office products required; ability to navigate publishing software a plus
Knowledgeable in Contact Center technology
Ability to communicate effectively in both verbal and written communication
Proven problem-solving ability
Ability to organize and prioritize
Excellent interpersonal skills
Strong business knowledge
Excellent attention to detail
Self-motivated and ability to meet deadlines
Ability to work independently or in a team environment when necessary
 
Education and/or Experience: 
High School Diploma or GED Required
3 to 5 years Call Center experience required
Post secondary education in a related field preferred
2+ years Technical Writing Experience Preferred
 

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