Senior Technical Writer and Systems Manager GreatCall
THIS JOB HAS EXPIRED Description
GreatCall markets wireless services, devices and applications that help people stay connected, safe and healthy. We provide easy-to-use solutions backed by high quality customer service and work with industry-leading partners to ensure our solutions fulfill the needs of our customers. We are experts in serving the aging population but our solutions are appropriate for anyone who considers health and safety a priority. Our product portfolio includes the Jitterbug cell phone, 5Star Urgent Response, MedCoach, LiveNurse, and Wellness Calls among others. These products and services are widely available through our direct response channels and a wide retail distribution network that includes Wal-Mart, Sears and Best Buy. Our apps are available in the iTunes and Android app stores.
About the Team
We empower our employees to deliver exceptional service on a daily basis. We do this by creating, managing, and training the GreatCall culture across the organization. We translate our company?s vision into applicable knowledge and actionable behaviors that are consistent and aligned for all of our business partners. Our ongoing training, coaching and development offer empowerment that leads to job satisfaction, a team orientation and greater pride in our organization.
About the Job
The Senior Technical Writer & Systems Manager is responsible for developing and writing technical documentation for the organization?s products, services, and customer management processes and policies. He/she will manage updates to the company?s internal knowledgebase, call center support systems and intranet.
Independently develop and oversee publication of technically accurate, concise and timely documentation.
Manage call center wide communication regarding new products, processes or initiatives, ensuring compliance to defined processes and standards.
Set and maintain standards for material organization and writing assignments regarding order, clarity, conciseness, style, and terminology.
Meet with organizational and functional leadership teams to establish technical specifications and to determine subject material to be developed for publication.
Work directly with leadership to review published materials and recommend revisions or changes in scope, format, content, and methods of reproduction and binding.
Analyze developments in specific field to determine need for revisions in previously published materials and development of new material.
Ensure sales and customer service agent inquiries on customer management processes and policies are responded to in a timely and accurate manner.
Analyze data obtained through knowledgebase utilization and agent inquiry to develop improvements in documented processes and procedures.
Edit and standardize material prepared as needed by other instructional designers or training personnel for internal knowledgebase integration.
Education: Bachelor?s Degree in Communications, Writing or related field
Minimum 3 years of technical writing experience
Minimum 3 years managing complex systems or processes
Minimum of 2 years experience writing and editing HTML
Minimum 1 year experience using Microsoft Office Suite to manage and analyze data and develop trend reporting
Highly skilled verbal and written communication (including the ability to explain technical concepts in non-technical terms)
Ability to work collaboratively to identify and develop processes to meet business needs.
Attention to detail, critical thinking and analysis skills
Comfortable working in a rapidly changing environment
Ability to work effectively with all levels of management, staff, and employees
2 years experience in a management or leadership role
Experience managing or designing web sites
Experience in a combination of large call center and multiple site location operations
Background in wireless technology
Ability to build and manage relationships effectively across organizational departments
Demonstrated skill in complex problem solving and ability to implement effective solutions required
Able to set priorities and timelines and manage multiple projects to meet the needs of diverse organizational constituents
Strong customer service skills
As an employee, you would be eligible to participate in a comprehensive benefits package including a competitive salary, stock options, Medical, Dental, Paid Time Off, 401(k), life insurance and flexible spending plans.
Join a fast-paced, dynamic company that is making history with our customers and the wireless industry. If you're a smart, self-starter with solid experience in wireless and a passion to make a difference, let us hear from you. Check us out at www.greatcall.com.
||Sorrento Valley, CA |
THIS JOB HAS EXPIRED