Content Writer, Customer Service

$89,440 - $95,680/Yr

Intelliswift Software - Ridgefield Park, NJ

Full-time - Entry Level

Hybrid - Ridgefield Park, NJ

Professional, Scientific, and Technical Services

About the position

The Content Writer for Customer Service will play a crucial role in developing and maintaining technical materials that support the eCommerce Order Support team. This position requires a strong ability to write clear and concise content that addresses customer inquiries and provides essential talking points for customer service agents. The writer will be responsible for organizing, editing, and maintaining technical records and files, ensuring that all content is accessible and easy to understand. The role involves collaborating with various stakeholders, including the Customer Service operations and training teams, to ensure that all materials are current and compliant with legal standards, such as copyright and data protection laws. In this hybrid position, the writer will work onsite four days a week, engaging in regular review sessions with stakeholders to keep policies and processes up-to-date. The writer will also be tasked with developing content around product and promotional launches, identifying and collating similar content into single sources of truth, and enhancing the readability of the information provided. The ideal candidate will possess excellent writing and editorial skills, a keen attention to detail, and the ability to adapt to shifting priorities while maintaining high-quality output. This role is focused solely on internal materials related to eCommerce Order Support, meaning that the writer will not be involved in documenting product technical information or product support. Instead, the content will include updates on policies and processes from leadership regarding how agents should handle customer issues with their orders and deliveries. The writer will also be responsible for creating diagram charts of workflows based on specific parameters, ensuring that the information is presented in a standardized template that serves as a reliable source of truth for specified topics.

Responsibilities

• Develop content around product and promotional launches to address key customer questions and provide solid talking points to agents that are easy to use and understand.
• Identify and collate similar content into single sources of truth, while also improving readability and accessibility of the information.
• Hold recurring review sessions with stakeholders to ensure policies and processes are up-to-date.
• Collaborate with CS operations to audit and enhance approved content for all channels of communication through customer service.
• Partner with training team to keep training current with updated content.
• Ensure compliance with law (e.g., copyright and data protection).

Requirements

• Bachelor's degree required.
• 2-4 years experience required.
• 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.