Technical Content Specialist
2 weeks ago
Northstrat is seeking a talented Learning and Development Technical Writer to lead the development of our knowledge content and training programs. As a key member of our team, you will be responsible for creating high-quality user guides, quick reference materials, and online help resources that meet the needs of our customer support and field operations staff.
Key Responsibilities:
- Develop and maintain a comprehensive knowledge base of customer support information, including standard operating procedures and training materials.
- Collaborate with cross-functional teams to design and deliver training programs that meet the needs of our customers and employees.
- Conduct root cause analysis and implement corrective actions to improve process efficiency and effectiveness.
- Work with stakeholders to define and execute innovative solutions for customers, leveraging data and metrics to inform decision-making.
- Lead Kaizens and auditing activities to ensure process implementation and continuous improvement.
Requirements:
- 3+ years of experience in a technical writing or learning and development role, with a focus on customer support and field operations.
- Proven track record of leading projects and operations teams, with experience in process improvement and change management.
- Strong communication and collaboration skills, with the ability to work effectively with technical and non-technical stakeholders.
- Experience with training content development, including the creation of user guides, quick reference materials, and online help resources.
- Proficiency in MS Excel and Amazon CloudWatch metrics.
Preferred Qualifications:
- Bachelor's degree in a related field, such as communications, education, or business.
- Relevant experience with customer service processes and technologies, including Learning Management Systems.
- Experience in completing high-volume tasks and projects with tight deadlines, with a focus on quality and accuracy.
Benefits:
- Work/Life Balance: Northstrat values true work-life balance, offering flexible scheduling and a range of benefits to support employee well-being.
- Individual Benefits Account (IBA): Our unique benefits package allows employees to choose from a range of options, including medical and vision insurance, time off with pay, and educational benefits.
- Profit Sharing Plan (PSP): Northstrat funds a qualified retirement plan, providing a secure financial future for employees.
- Stock Options: Employees have the opportunity to receive stock options based on individual performance goals, with the potential for long-term financial growth.
- Lifelong Learning: Our culture promotes growth and development, offering online learning opportunities, company-sponsored training events, and reimbursement for work-related education expenses.
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