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Knowledge Base Writer

3 months ago

Phoenix, United States Upgrade, Inc. Full time
:

We are looking for a Knowledge Base Writer to join our Process Management team in our Phoenix call center. This person will own the research, writing, and editing or professional quality process and job guide documentation that establishes standard procedures across our operational teams in a financial services contact center environment.


What You'll Do:

Understand and operate within existing change management requirements, often in varying time constraints and levels of details.Demonstrate the ability to execute the translation of high-level conceptual information and ideas to written material that is thorough and thoughtful for the intended audienceOperate within and actively contribute to a growing and structuring program with a senior mentality towards resolutions, improvements, and increasing structure to the program appropriately over time. Serve as a subject matter expert on operational procedure and processes, advising leadership through sound decision-making on process optimization or areas of risk.Serve as a senior individual contributor on the operations policy and procedure team, leading by example, displaying a high level of ownership, and mentoring others.Interact and proactively communicate with varying levels of department and operations leadership to ascertain areas of need or improvement in the program

What We Look For:

2+ Years of experience directly related to procedural documentation and content creationFormal writing or technical procedural writing experience requiredExceptional verbal and written communication skillsBachelor's degree requiredFinancial services regulatory and compliance knowledge requiredExperience in a startup, fintech, or fin-serv call center environment requiredSense of ownership and responsibility towards troubleshooting issues and solutions with a self-motivation to accept and complete tasksHighly organized individual with the ability to effectively balance a high volume of tasks of varying degrees of complexity, urgencies, and topicsExpert proficiency with Google Suite and Microsoft OfficeAbility to thrive in an intense, do-it-yourself, start-up environment that has a fast pace and continuous change with ease and comfortAbility to react with appropriate levels of urgency to situations and events that require quick response or turnaround; and ability to switch gears at a moment’s noticeAbility to complete a high volume of tasks and projects with little or no guidance on time management and work organizationAble to maintain a high level of integrity and discretion in handling confidential information


What We Offer You:

Competitive salary and stock option plan100% paid coverage of medical, dental and vision insuranceFlexible PTOOpportunities for professional growth and developmentPaid parental leaveHealth & wellness initiatives

The starting pay for this position in Phoenix, Arizona is USD $70,000 annually and benefits. Within this range, an individual's base pay will be dependent on a variety of factors, including without limitation, job-related knowledge, skills, education, and experience.

#BI-Hybrid #LI-Hybrid

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