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Content Writer

3 months ago

Plano, United States Transcend Solutions Full time

Transcend-Solutions is currently partnering with a client of ours in Plano, Texas or Ridgefield Park, NJ for a Content Writer.


Job Title: Copy & Creative Governance Lead

Work Location: Plano,Texas or Ridgefield Park, NJ,

Work Schedule: Hybrid- Monday-Thursday (9am-6pm), Fridays (remote)

Contract Length: 12 months


Content Writer, Customer Service

Experience needed:

Relevant experience writing content for agent FAQs, troubleshooting steps, etc. Previous experience with Zendesk and CS CRMs in general, experience with creating logic and decision tree workflows, writing agent scripting to use when a customer contacts about a particular issue.


Education/Experience:

• Bachelor's degree required.

• 2-4 years experience required.


Requirements

• Excellent writing and editorial skills

• Experience with HTML, including the ability to quickly comprehend its utilization in article structure.

• Attention to detail and ability to quickly shift focus to keep up with shifting priorities or emerging issues.

• Experience with content management systems and ticketing systems such as Jira, Confluence and Zendesk.

• Proven work experience as a Content Writer, including experience working with contract resources.

• Extensive experience with MS Office Suite.

• Good organizational and time-management skills.

• 3+ years experience working as a Content Writer.'


Understanding HTML and being able to take content in one format and make it easy to comprehend while also fitting into a standardized template are key to this role being successful.


This role will ONLY deal with internal material related to eCommerce Order Support—no documentation of product technical information or product support is included in this role. The type of material the new hire can expect to work with includes:


- Updating policies and processes from leadership on how agents should handle customer issues with their orders and deliveries


- Discovering, compiling, and organizing similar information into a template that will serve as one source of truth for specified topics


- Creating diagram charts of workflows given a specific set of parameters (e.g., if order status = this, and customer is asking to do X, verify Y and Z; if verified, then follow Path1, else follow Path2)