Documentation Specialist for Network Operations
7 days ago
Edge Services is seeking a skilled Documentation Specialist to join our Network Operations team. This full-time position will be based in a GPO/hybrid environment, with training provided on-site from Monday to Friday, 8:30am-5:00pm, for the first few weeks.
The successful candidate will support the Network Operations team by creating various forms of documentation, including standardized response procedures, electronic tutorials, user manuals, and Help documents. The primary goal is to provide excellent customer service and ensure that operators and service partners have access to accurate and timely information.
Key Responsibilities:
- Create and manage response procedures for operators to refer to when escalating high-priority alerts that affect service partners and valued credit union members.
- Research, gather, and synthesize data to present conclusions and recommendations to team members, service partners, and management.
- Interview engineers and/or subject matter experts to obtain workflow, processes, or other technical information.
- Design, develop, and implement technical documents, including electronic training, user manuals, tutorials, and knowledge checks.
- Provide timely responses and outcomes to operator inquiries posted in instant messaging (IM) applications.
- Respond to email in a timely manner; keep customers accurately informed and maintain detailed work notes.
- Work collaboratively with support teams and management to implement process improvements.
- Perform a Quality Assurance function for the team by reviewing work of others to ensure consistency, accuracy, and timeliness of service.
- Lead small projects; serve as team spokesperson in project meetings.
Qualifications and Requirements:
- Excellent written communication skills with a keen eye for detail.
- Experience in developing technical documentation.
- Fluency with industry-standard technical summary and reporting techniques.
- Proven ability to quickly learn and understand complex subject matter.
- Advanced skill presenting information, findings, conclusions, and alternatives clearly and concisely.
- Experience managing multiple priorities independently and/or in a team environment to achieve goals.
- Advanced time-management and problem-solving skills; ability to complete administrative responsibilities accurately and on time.
- Possess a can-do attitude for providing excellent customer service, with a mindset that demonstrates patience and persistence.
- Expert proficiency with Microsoft Office Suite.
- Experience creating/editing presentations using software or other types of material/media.
- Advanced skill working with all levels of peers, stakeholders, and management.
Estimated Salary: $65,000 - $85,000 per year
Location: GPO/Hybrid
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